Anteseden customer loyalty pada transportasi kereta MRT

DETAIL KOLEKSI

Anteseden customer loyalty pada transportasi kereta MRT

Oleh : Fahmi Yola Pangestu

Info Katalog

Nomor Panggil : 022001902033

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2023

Pembimbing 1 : Ganawati

Subyek : Customer satisfaction - Marketing;Customer loyalty

Kata Kunci : perceived service quality, satisfaction, corporate image,trust, costumer loyalty.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.	Link
1.	2023_TA_SMJ_022001902033_Halaman-Judul.pdf
2.	2023_TA_SMJ_022001902033_Lembar-Pengesahan.pdf
3.	2023_TA_SMJ_022001902033_Bab-1-Pendahuluan.pdf
4.	2023_TA_SMJ_022001902033_Bab-2-Tinjauan-Pustaka.pdf
5.	2023_TA_SMJ_022001902033_Bab-3-Metode-Penelitian.pdf
6.	2023_TA_SMJ_022001902033_Bab-4-Analisis-dan-Pembahasan.pdf
7.	2023_TA_SMJ_022001902033_Bab-5-Kesimpulan.pdf
8.	2023_TA_SMJ_022001902033_Daftar-Pustaka.pdf
9.	2023_TA_SMJ_022001902033_Lampiran.pdf

Abstrak
Abstract

T Tujuan penelitian ini adalah untuk mengetahui faktor-faktor apa saja yang mempengaruhi Costumer Loyalty dengan variabel yang digunakan yaitu Perceived Service Quality, Satisfaction, Corporate Image,dan Trust. Dalam penelitian ini, menggunakan teknik purposive sampling dengan 150 sampel dengan kriteria yaitu konsumen yang sudah Menaiki kereta MRT minimal 3x dalam 6 bulanterakhir. Alat yang digunakan penelitian ini yaitu Structural Equation Model (SEM) untuk menganalisis hubungan variabel secara kompleks yang dijalankan oleh program AMOS.Hasil penelitian ini menunjukkan bahwa terdapat pengaruh Positif perceived Service Quality terhadap Costumer Loyalty, terdapat pengaruh positif Satisfaction terhadap Costumer Loyalty, terdapat pengaruh positif Corporate Image terhadap Costumer Loyalty,dan terdapat pengaruh Positif Trust terhadap Costumer Loyalty.

T The purpose of this study was to determine what factors affect Costumer Loyalty with the variables used are Perceived Service Quality,Satisfaction,Corporate Image, and Trust. This study used a purposive sampling technique with 150 samples with the criteria that consumers who have taken the MRT trainat least 3 times inthe last 6 months. The tool used in this research is Structural Equation Model (SEM) to analyzecomplex variable relationships that are run by the AMOS program.The results of this study indicate that there is a positive effect of Perceived Service Quality on Costumer Loyalty, there is a positive effect of Satisfaction on Costumer Loyalty, there is a positive effect of Corporate Image on Costumer Loyalty, there is a positive effect of Trust on Costumer Loyalty.