ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (STUDI PADA PT. NUSANTARA SAKTI DEMAK)
| Main Authors: | SAPUTRO, Ropinov, LATARUVA, Eisha |
|---|---|
| Format: | Thesis NonPeerReviewed application/pdf |
| Terbitan: |
, 2010
|
| Subjects: | |
| Online Access: |
http://eprints.undip.ac.id/23351/1/ROPINOV_SAPUTRO_-_skripsi.PDF http://eprints.undip.ac.id/23351/ |
| ctrlnum |
23351 |
|---|---|
| fullrecord |
<?xml version="1.0"?>
<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><title>ANALISIS PENGARUH
KUALITAS PRODUK, KUALITAS PELAYANAN,
DAN KEPERCAYAAN PELANGGAN
TERHADAP LOYALITAS PELANGGAN
(STUDI PADA PT. NUSANTARA SAKTI DEMAK)</title><creator>SAPUTRO, Ropinov</creator><creator>LATARUVA, Eisha</creator><subject>H Social Sciences (General)</subject><description>This study aims to determine the influence of Product quality, Service quality
and Customer trust on Customer loyalty. Where is the independent variable consist
of Product quality variable, Service quality variable, and Customer trust variable
influences Customer Loyalty variable as the dependent variable.
This research was conducted at PT. Nusantara Sakti Demak in Demak.
Methods of data collection in this study is questionnaires filled out by the
respondents are consumers of PT. Nusantara Sakti Demak that have been bought
motorcycles at least twice. Taking sample of 100 respondents in this study using a
purposive sampling method. The independent variables in this study consisted of
Product quality, Service quality and Customer trust, while the dependent variable is
Customer loyalty. The analysis used in this research include analysis of index
numbers, validity test, reliability test, the classical assumption test, multiple linear
regression analysis and hypothesis test including t test, F test, and the coefficient of
determination analysis ( R2 ).
Results using linear regression analysis showed that Product quality variable
has positive influence on Customer loyalty. Second, the variable Service quality has
positive influence on Customer loyalty. Third, Customer trust has positive influence
on Customer loyalty. Results of analysis using the t test can be known Product
quality, Service quality and Customer trust has a positive and significantly impact on
Customer loyalty. The analysis using the coefficient of determination found that
52.0% Customer loyalty variable can be explained by the variation of the Product
quality, Service quality and Customer trust variables, while 48.0% explained by
other variables that not included in this study.</description><date>2010-09</date><type>Thesis:Thesis</type><type>PeerReview:NonPeerReviewed</type><type>File:application/pdf</type><identifier>http://eprints.undip.ac.id/23351/1/ROPINOV_SAPUTRO_-_skripsi.PDF</identifier><identifier>SAPUTRO, Ropinov and LATARUVA, Eisha (2010) ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (STUDI PADA PT. NUSANTARA SAKTI DEMAK). Undergraduate thesis, UNIVERSITAS DIPONEGORO.</identifier><relation>http://eprints.undip.ac.id/23351/</relation><recordID>23351</recordID></dc>
|
| format |
Thesis:Thesis Thesis PeerReview:NonPeerReviewed PeerReview File:application/pdf File |
| author |
SAPUTRO, Ropinov LATARUVA, Eisha |
| title |
ANALISIS PENGARUH
KUALITAS PRODUK, KUALITAS PELAYANAN,
DAN KEPERCAYAAN PELANGGAN
TERHADAP LOYALITAS PELANGGAN
(STUDI PADA PT. NUSANTARA SAKTI DEMAK) |
| publishDate |
2010 |
| topic |
H Social Sciences (General) |
| url |
http://eprints.undip.ac.id/23351/1/ROPINOV_SAPUTRO_-_skripsi.PDF http://eprints.undip.ac.id/23351/ |
| contents |
This study aims to determine the influence of Product quality, Service quality
and Customer trust on Customer loyalty. Where is the independent variable consist
of Product quality variable, Service quality variable, and Customer trust variable
influences Customer Loyalty variable as the dependent variable.
This research was conducted at PT. Nusantara Sakti Demak in Demak.
Methods of data collection in this study is questionnaires filled out by the
respondents are consumers of PT. Nusantara Sakti Demak that have been bought
motorcycles at least twice. Taking sample of 100 respondents in this study using a
purposive sampling method. The independent variables in this study consisted of
Product quality, Service quality and Customer trust, while the dependent variable is
Customer loyalty. The analysis used in this research include analysis of index
numbers, validity test, reliability test, the classical assumption test, multiple linear
regression analysis and hypothesis test including t test, F test, and the coefficient of
determination analysis ( R2 ).
Results using linear regression analysis showed that Product quality variable
has positive influence on Customer loyalty. Second, the variable Service quality has
positive influence on Customer loyalty. Third, Customer trust has positive influence
on Customer loyalty. Results of analysis using the t test can be known Product
quality, Service quality and Customer trust has a positive and significantly impact on
Customer loyalty. The analysis using the coefficient of determination found that
52.0% Customer loyalty variable can be explained by the variation of the Product
quality, Service quality and Customer trust variables, while 48.0% explained by
other variables that not included in this study. |
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IOS2852.23351 |
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Universitas Diponegoro |
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69 |
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Perpustakaan Universitas Diponegoro |
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485 |
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Diponegoro University Institutional Repository |
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2852 |
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SEMARANG |
| province |
JAWA TENGAH |
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IOS2852 |
| first_indexed |
2016-09-15T18:15:20Z |
| last_indexed |
2016-09-22T21:01:14Z |
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dc |
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1683116228997021696 |
| score |
17.596716 |