Sharfina, Rena (2021) PENGARUH KEPUASAN PELANGGAN KUALITAS PELAYANAN DAN NILAI PELANGGAN DALAM MENINGKATKAN LOYALITAS PELANGGAN PADA PT. GARUDA INDONESIA. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kepuasan pelanggan, kualitas pelayanan, dan nilai pelanggan dalam meningkatkan loyalitas pelanggan pada Garuda Indonesia. Metode penelitian yang digunakan ialah metode survei. Populasi dalam penelitian ini adalah pelanggan Garuda Indonesia. Teknik pengambilan sampel menggunakan Purposive Sampling. Metode pengumpulam data menggunakan kuesioner sebanyak 100 responden. Analisis data yang digunakan dalam penelitian ini adalah analisis koefisien determinasi parsial dan berganda. Hasil uji hipotesis secara parsial variabel Kepuasan Pelanggan berpengaruh signifikan dalam meningkatkan Loyalitas Pelanggan dengan besar pengaruh berdasarkan analisis koefisien determinasi sebesar 0,750. Variabel Kualitas Pelayanan berpengaruh signifikan dalam meningkatkan Loyalitas Pelanggan dengan besar pengaruh berdasarkan analisis koefisien determinasi sebesar 0,755. Variabel Nilai Pelanggan berpengaruh siginifikan dalam meningkatkan Loyalitas Pelanggan dengan besar pengaruh berdasarkan analisis koefisien determinasi sebesar 0,851. Hasil uji hipotesis secara simultan variabel Kepuasan Pelanggan, Kualitas Pelayanan, dan Nilai Pelangga berpengaruh signfikan secara bersamaan dalam meningkatkan Loyalitas Pelanggan dengan besar pengaruh brdasarkan analisis koefisien determinasi berganda sebesar 0,744. ABSTRACT This study aims to determine the effect of customer satisfaction, service quality, and customer value in increasing customer loyalty to Garuda Indonesia. The research method used is the survey method. The population in this study are Garuda Indonesia customers. The sampling technique used was purposive sampling. The data collection method used a questionnaire as many as 100 respondents. Analysis of the data used in this study is the analysis of the coefficient of partial and multiple determination. The results of the partial hypothesis test of Customer Satisfaction have a significant effect on increasing Customer Loyalty with a large influence based on the analysis of the coefficient of determination of 0.750. Service Quality variable has a significant effect in increasing Customer Loyalty with a large influence based on the analysis of the coefficient of determination of 0.755. The Customer Value variable has a significant effect in increasing Customer Loyalty with a large influence based on the analysis of the coefficient of determination of 0.851. The results of simultaneous hypothesis testing variables of Customer Satisfaction, Service Quality, and Customer Value have a significant effect simultaneously in increasing Customer Loyalty with a large effect based on the analysis of the coefficient of multiple determination of 0.744.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | RENA SHARFINA | ||||||||
| Date Deposited: | 04 Jan 2022 08:23 | ||||||||
| Last Modified: | 04 Jan 2022 08:23 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6608 |
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