Detail Cantuman
Pencarian SpesifikTugas Akhir Mahasiswa
Pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan bus rapid transit di Kota Semarang
Bus Trans Semarang is one of a means of mass transportation in Semarang city. Service quality and Customer satisfaction are very important to create loyalty. This research aimed to analyze the influence of Service quality and Customer Satisfaction on customer loyalty on Bus Trans Semarang. The purposes of this final project are to determine the influence of Service quality and Customer Satisfaction on customer loyalty on Bus Trans Semarang. The sampling technique used in this research was purposive sampling to select the respondents. The sample size of this research were 100 respondents. Observation, interviews, questionnaires method are used to collect data. The method used in this research is the analysis method that used simple linear regression. The result of multiple linier regression analysis are Y = 2,939 + 0,053X1 + 0,610X2 and Service quality (X1), Customer Satisfaction (X2) significantly influential positive on customer loyalty. The most influential variable is customer satisfaction (0,610). The more immediate priority is variable customer satisfaction. Coefficient determination was 0,398, it means that 39,8% of customer loyalty could be explained by Service quality and Customer Satisfaction. Meanwhile, 60,2% of customer loyalty was influenced by other variables, which were not observed in this research.
Ketersediaan
MP034.15 | MP 034 PAD 2015 C.1 | PERPUS POLINES (TA) | Tersedia |
Informasi Detil
Judul Seri |
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No. Panggil |
MP 034 PAD 2015 C.1
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Penerbit | Program Studi Administrasi Bisnis POLINES : [s.l]., 2015 |
Deskripsi Fisik |
xv, 70 hal. : bibl.; 29 cm.
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Bahasa |
Indonesia
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ISBN/ISSN |
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Klasifikasi |
NONE
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Tipe Isi |
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Tipe Media |
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Tipe Pembawa |
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Edisi |
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Subyek | |
Info Detil Spesifik |
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Pernyataan Tanggungjawab |
PADANG Barro
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Versi lain/terkait
Tidak tersedia versi lain