Rahmawati, Rahmawati (2021) ANALISIS PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN TRAVELOKA (Studi Pada Pengguna Traveloka di DKI Jakarta). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
![[img]](http://repository.stei.ac.id/style/images/fileicons/text.png) |
Text (COVER + ABSTRAK)
COVER dkk.pdf Available under License Creative Commons Attribution Non-commercial. Download (310kB) |
|
Text (BAB I)
BAB I.pdf Available under License Creative Commons Attribution Non-commercial. Download (184kB) |
|
Text (BAB II)
BAB II.pdf Available under License Creative Commons Attribution Non-commercial. Download (303kB) |
|
Text (BAB III)
BAB III.pdf Available under License Creative Commons Attribution Non-commercial. Download (250kB) |
|
Text (BAB IV)
BAB IV.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (294kB) | Request a copy |
|
Text (BAB V)
BAB V.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (39kB) | Request a copy |
|
Text (REFERENSI)
DAFTAR REFERENSI.pdf Available under License Creative Commons Attribution Non-commercial. Download (922kB) |
Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, kepuasan pelanggan dan kepercayaan terhadap loyalitas pelanggan traveloka pada pengguna traveloka di DKI Jakarta. Kualitas pelayanan, kepuasan pelanggan dan kepercayaan sebagai variabel independent sedangkan loyalitas pelanggan sebagai variabel dependent. Penelitian ini menggunakan jenis penelitian kuantitatif yang di analisis menggunakan koefisien determinasi dengan bantuan alat hitung statistic SPSS versi 28.0 for windows. Populasi dalam penelitian ini adalah pelanggan traveloka. Penentuan sampel menggunakan metode probability sampling dengan sampel sebanyak 92 orang pelanggan. Data yang digunakan dalam penelitian ini adalah data primer dan pengumpulan data menggunakan metode kuesioner. Hasil penelitian menunjukkan koefisien determinasi parsial kualitas pelayanan, kepuasan pelanggan dan kepercayaan terhadap loyalitas pelanggan diperoleh hasil sebesar 42,2%, 53,7%, dan 55,3%. Sedangkan hasil uji koefisien determinasi berganda antara kualitas pelayanan, kepuasan pelanggan dan kepercayaan terhadap loyalitas pelanggan diperoleh 61,2%. Penelitian ini menunjukkan hasil bahwa kualitas pelayanan, kepuasan pelanggan dan kepercayaan memiliki nilai 0.000 atau lebih kecil dari taraf nyata ɑ (5% atau 0,05) sehingga dapat dikatakan kualitas pelayanan, kepuasan pelanggan dan kepercayaan berpengaruh positif signifikan terhadap loyalitas pelanggan. Kata kunci : Kualitas Pelayanan, Kepuasan Pelanggan, Kepercayaan dan Loyalitas Pelanggan ABSTRACT This study aims to determine the effect of service quality, customer satisfaction and trust on the loyalty of Traveloka customers to Traveloka users in DKI Jakarta. Service quality, customer satisfaction and trust as independent variables while customer loyalty as the dependent variable. This study uses a type of quantitative research which is analyzed using the coefficient of determination with the help of the SPSS statistical calculator version 28.0 for windows. The population in this study are Traveloka customers. Determination of the sample using probability sampling method with a sample of 92 customers. The data used in this study is primary data and data collection using a questionnaire method. The results showed that the coefficients of partial determination of service quality, customer satisfaction and trust in customer loyalty were 42.2%, 53.7%, and 55.3%. While the results of the multiple determination coefficient test between service quality, customer satisfaction and trust in customer loyalty obtained 61.2%. This study shows the results that service quality, customer satisfaction and trust have a value of 0.000 or less than the significance level of (5% or 0.05) so that it can be said that service quality, customer satisfaction and trust have a significant positive effect on customer loyalty. Keywords: Service Quality, Customer Satisfaction, Trust and Customer Loyalty
| Item Type: | Thesis (Skripsi) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | RAHMAWATI | ||||||||
| Date Deposited: | 13 Oct 2021 06:18 | ||||||||
| Last Modified: | 13 Oct 2021 06:18 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/5490 |
Actions (login required)
 |
View Item |
