Hidayat, Ryan Fiqih Tri (2024) Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan (Studi Pada Pelanggan PT KAI DAOP 8 Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
It is known that currently transportation is very diverse. The many choices make it easier for customers to make choices according to their wishes and economic capabilities. In this study, the research object chosen was PT KAI DAOP 8 Surabaya because this company is one of the large transportation companies and has been around for a long time in the Surabaya City area. The aim of this research is to determine the effect of service quality (X1) and facilities (X2) on customer loyalty (Y) through customer satisfaction (Z). The method used is quantitative because the data obtained is in the form of numbers and analyzed using SPSS. Data collection techniques were carried out by distributing questionnaires and documentation. The population in this study were people who had used train services at PT KAI DAOP 8 Surabaya. The sample used in this research was 100 respondents. The sampling technique used is probability sampling. The research results show that service quality has a significant effect on customer loyalty. Facilities have a significant effect on customer loyalty. Service quality has a significant effect on customer satisfaction. Facilities have a significant effect on customer satisfaction. Customer satisfaction has a significant effect on customer loyalty. Service quality has an indirect and significant effect on customer loyalty through customer satisfaction. Facilities have an indirect and significant effect on customer loyalty through customer satisfaction.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Ryan Fiqih TriHidayat | ||||||||
| Date Deposited: | 29 May 2024 07:31 | ||||||||
| Last Modified: | 29 May 2024 07:31 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/23264 |
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