PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (Studi Pada Pelanggan Toko Online Shopee Di Kelurahan Palmeriam Jakarta Timur)

Masli, Nadya (2019) PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (Studi Pada Pelanggan Toko Online Shopee Di Kelurahan Palmeriam Jakarta Timur). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.

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Abstract

The purpose of this study was to determine the effect of service quality variables, company image and customer trust on Shopee online shop customer loyalty in Palmeriam, East Jakarta. The research method used was a survey method with statistical analysis of the data used the analysis of the coefficient of determination with the help of SPSS version 22.0. The number of samples in this study were 97 respondents. The population in this study are customers who have done online shopping in the Shopee application. Based on the calculation of the coefficient of determination the partial relationship between service quality and customer loyalty is 3,10%. The coefficient of partial determination of company image with customer loyalty is 29,92%. The calculation of the partial determination coefficient between customer trust and customer loyalty is also 40,32%. The results of simultaneous hypothesis testing concluded that service quality, company image and customer trust in customer loyalty had a significant effect is 91,3% Keywords: Service Quality, Company Image, Customer Trust, Customer Loyalty

Item Type:	Thesis (Skripsi)
Contributors:	Contribution Contributors NIDN Email Thesis advisor Suhardi, Yusuf UNSPECIFIED UNSPECIFIED
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	S1 Manajemen
Depositing User:	Ridho Adi Nugroho
Date Deposited:	16 Dec 2021 09:48
Last Modified:	16 Dec 2021 09:48
URI:	http://repository.stei.ac.id/id/eprint/6290

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