Destrina, Aulia Afra (2023) Pengaruh Kepuasan Dan Kepercayaan Terhadap Loyalitas Pelanggan Gocar Di Kota Surabaya. Undergraduate thesis, UPN "Veteran" Jawa Timur.
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Abstract
This research is intended to identify how the influence of satisfaction and trust on customer loyalty of Gocar service users on FEB UPNV East Java students. This research method is quantitative by taking a sample of 89 respondents and the distribution of this questionnaire is assisted by the Google Form. While the sample in this study was taken using a purposive sampling technique. The sample consists of student respondents from class of 2019 who are active in the faculties of economics and business who have used Gocar services. The data used in this study are primary data and secondary data. The analysis technique used in this research is (PLS) with validity test, reliability test and hypothesis test. From the results of this study it was found that the variables of satisfaction and trust had a significant and significant effect on the customer loyalty variable. The results of this study are in accordance with research conducted by Rafiah, K. K. (2019) showing that satisfaction has a positive effect on customer loyalty and research conducted by Meirana & Hidayat (2022) shows that trust has a positive effect on customer loyalty.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HC Economics | ||||||||
| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | Afra Aulia afra Aulia afra Destrina | ||||||||
| Date Deposited: | 05 Jun 2023 05:20 | ||||||||
| Last Modified: | 05 Jun 2023 05:20 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/14498 |
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