The aims of this research are to determine the effects of service quality, customer satisfaction toward th..."> The aims of this research are to determine the effects of service quality, customer satisfaction toward th..."/>
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JURNAL SKRIPSI MN

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

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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KOLEKSI REPOSITORY FEKBIS Location name is not set
JMS.014.2015
Available
Detail Information
Series Title
Jurnal skripsi manajemen pemasaran
Call Number
658.8 WIG p
Publisher
Bogor : Sekolah Tinggi Ilmu Ekonomi Binaniaga.,
Collation
-
Language
Indonesia
ISBN/ISSN
-
Classification
658.8 WIG p
Content Type
-
Media Type
-
Carrier Type
-
Edition
-
Subject(s)
Manajemen pemasaran
Specific Detail Info
-
Statement of Responsibility
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