Teks

Pengaruh Pelayanan Dan Kepuasan Konsumen Terhadap Loyalitas Konsumen KSP Sejahtera Bersama Cabang Wangun Bogor

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The aims of this research are to determine the effects of service quality, customer satisfaction toward the customer loyalty of KSP Sejahtera Bersama Cabang Wangun Bogor. The data of the research is collected from 100 customers, The sampling technique of this research is non probability sampling with the method of purposive sampling. The analysis technique used in the research are validity test, reliability test, classic assumptions test, multiple linear regression analysis and hypothesis test including the t test, F test and coefficient of determination (R2)
The result of analysis using multiple linear regression can be seen that the service quality variable has positive effects toward the customer loyalty of KSP Sejahtera Bersama. Second, the customer satisfaction variable has positive effect toward the customer loyalty of KSP Sejahtera Bersama. The result of analysis using t test can be seen that service quality, customer satisfaction have positive effect and significant toward to loyalty KSP Sejahtera Bersama. The result of analysis using coefficient of determination is known that 78,7% of customer loyalty variable explained by the variation from service quality, customer satisfaction variable, while 21,3% explained by others variable that excluded in the research.


Key words : Customer loyalty, service quality, customer satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.8 WIG p

Penerbit

Bogor : STIE Binaniaga., 2015

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

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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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Subjek

Manajemen pemasaran

Info Detail Spesifik

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Pernyataan Tanggungjawab

WIGUNA, IMELDA

Versi lain/terkait

Lampiran Berkas

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