Setyawati, Iin Dwi (2019) PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN PT GLOBAL PENTA LOGISTIK, JAKARTA UTARA. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, kepuasan pelanggan dan kepercayaan terhadap loyalitas pelanggan PT Global Penta Logistik. Jenis penelitian ini kuantitatif dengan metode deskriptif. Populasi dalam penelitian ini adalah konsumen yang menjadi pelanggan di PT Global Penta Logitik dengan sampel berjumlah 100 responden. Metode pengumpulan data dilakukan dengan metode kuisoner dan metode analisis yang digunakan analisis koefisien determinasi dengan alat bantu SPSS versi 24. Hasil penelitian menunjukkan bahwa variabel kualitas pelayanan, kepuasan pelanggan dan kepercayaan berpengaruh signifikan terhadap loyalitas pelanggan PT Global Penta Logitik. Berikut hasil analisa secara parsial pengaruh kualitas pelayanan, kepuasan pelanggan dan kepercayaan terhadap loyalitas pelanggan secara berturut-turut sebesar 50.55% , 12,18% dan 24,40%. Kualitas pelayanan, kepuasan pelanggan dan kepercayaan secara bersama-sama memiliki hubungan positif dan signifikan dengan loyalitas pelanggan. Kata Kunci : Kualitas Pelayanan, Kepuasan Pelanggan, Kepercayaan dan Loyalitas Pelanggan ABSTRACT This study to determine the effect of service quality, customer satisfaction and trust in customer loyalty at PT Global Penta Logistik. This type of research is quantitative with descriptive methods. The population in this study are consumers who are customers at PT Global Penta Logitik with a sample of 100 respondents. The method of data collection is done by the questionnaire method and the analysis method used is the coefficient of determination analysis with SPSS version 24. The results showed that the variable service quality, customer satisfaction and trust significantly influence customer loyalty at PT Global Penta Logitik. The following analysis results partially influence the quality of service, customer satisfaction and trust in customer loyalty respectively by 50.55%, 12.18% and 24.40%. Service quality, customer satisfaction and trust together have a positive and significant relationship with customer loyalty. Keywords: Service Quality, Customer Satisfaction, Trust and Customer Loyalty
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 11 Jan 2022 02:58 | ||||||||
| Last Modified: | 11 Jan 2022 02:58 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6771 |
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