| dc.contributor.author | Tirto, Adi | |
| dc.date.accessioned | 2024-01-26T04:03:56Z | |
| dc.date.available | 2024-01-26T04:03:56Z | |
| dc.date.issued | 2012 | |
| dc.identifier.uri | https://dspace.uc.ac.id/handle/123456789/7044 | |
| dc.description | Competitionin the packaging and printing businesstriggers issues forTRUSTcompany.Thisresearchaims to investigate and findsignificant effects,bothpartiallyandsimultaneously,betweencustomer satisfaction and servicequality onthecustomer loyaltyofTRUST.Variables in this research arecustomersatisfaction (X1) andservice quality(X2) asindependent variables, andcustomerloyalty (Y) as dependent variable. Population of this researchare all TRUSTcustomersthat include as many as 37 people.Samples are takenbysimplerandom sampling method towards 34 respondents.Data were takenby usingquestionnaires measured withLikert scale and processed using SPSS version 17with multiple regression method.The result shows thatservice quality(X2)variable hasno significantpartialeffectoncustomer loyalty variable (Y).Sincethe servicequality variabledoesn’thavesignificantpartialeffecton customer loyalty, thenasecondregression testwasperformedwithouttheservicequalityvariable.The regressionmodel is Y = 0.628 + 0.659 X1 | en_US |
| dc.description.abstract | Persaingan dalam usahapackagingdanprintingmenimbulkan masalahpada perusahaan TRUST. Penelitian ini bertujuan untuk meneliti dan mengetahuipengaruh signifikan secara parsial dan simultan antara kepuasan pelanggan dankualitas layanan terhadap loyalitas pelanggan TRUST. Variabel pada penelitianini adalah kepuasan pelanggan(X1) dan kualitas layanan (X2) pada variabel bebas,sedangkan loyalitas pelanggan (Y) pada variabel terikat. Populasi penelitian iniadalah pelanggan TRUST sebanyak 37orang. Sampel diambil dengan metodesimple random samplingsebanyak 34 responden.Data diambil dengan carakuesioner yang diukur dengan skala Likert dan diolah menggunakan programSPSS versi 17dengan metode regresi berganda.Hasilnya variabel kualitas layanan (X2) tidak berpengaruh signifikansecara parsial terharap variabel loyalitas pelanggan (Y). Karena kualitas layanansecara parsial tidak berpengaruh signifikan, maka dilakukan uji regresi keduatanpa variabel kualitaslayanan. Model regresinya adalah Y = 0,628+ 0,659X1 | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra Surabaya | en_US |
| dc.subject | kepuasan pelanggan | en_US |
| dc.subject | kualitas layanan | en_US |
| dc.subject | loyalitas pelanggan | en_US |
| dc.subject | packaging | en_US |
| dc.subject | customer satisfaction | en_US |
| dc.subject | service quality | en_US |
| dc.subject | customer loyalty | en_US |
| dc.subject | packaging | en_US |
| dc.title | PENGARUH KEPUASAN PELANGGAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN USAHA JASA TRUST | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.kodeprodi | 61201 | |
| dc.identifier.nim | 10108117 | |
| dc.identifier.dosenpembimbing | Wina Christina | |
