Detail Cantuman
Pencarian SpesifikSKRIPSI
Satisfaction as intervening variable to build customer's loyalty towards pt Samudera Perdana Selaras Semarang as freight forwarding company
This research is purposed to find out whether there was any direct or indirect significant and positive influence between service quality which consist of 5 indicators: reliability, responsiveness, assurance, empathy, and tangible, price, customers’ satisfaction to customers’ loyalty. The population of this research are all exporters of PT.Samudera Perdana Selaras Semarang in 2016 which are 80 exporters. The sample technique used for this research is saturation sample which means all exporters. The analysis technique used was path analysis. The result shows that the F test for regression stage 1 and 2 are higher than F table so it is concluded that there is a significant and positive influence between Service Quality and Price variable to Exporter’s Satisfaction simultaneously or Ha3 Satisfaction accepted, and hypothesis that there is significant and positive influence between Service Quality, Price, and Exporter's Satisfaction to Exporter’s Loyalty simultaneously or Ha7 Exporter’s Satisfaction is also accepted. Partially, based on t test for regression coefficient stage 1 and 2, price is proved to have the biggest influence directly and indirectly to customer loyalty with regression coefficient between 3,485 and 4,362. While the coefficient of determination (R test) is obtained by adjusted R 2 value = 0.608 = 60.8% shows that the influence of Service Quality, Price, Exporter's Satisfaction on Exporter’s Loyalty is 60,8%, and the influence of other variables that influence the value of exporter's satisfaction variable beyond this research is 39,2%. It is recommended that PT.Samudera Perdana Selaras Semarang provides services as promised and in accordance with customer’s expectations, also by improving the service quality by 24 hours availibility of services whether there is a change or no change of stuffing or loading and unloading schedule.
Ketersediaan
MB006.17 | MB 006 AYU s 2017 C.1 | PERPUS POLINES (TA) | Tersedia |
Informasi Detil
Judul Seri |
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No. Panggil |
MB 006 AYU s 2017 C.1
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Penerbit | Polines : Semarang., 2017 |
Deskripsi Fisik |
xvi, 124 hal. : illus.; bibl.; 29 cm.
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Bahasa |
INGGRIS
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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 |
AYU Wulan Arum
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Versi lain/terkait
Tidak tersedia versi lain