Ismail, Artinegar Azmi (2024) PENGARUH PERSONAL ABILITY, SELF-EFFICACY DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN CUSTOMER TRUST SEBAGAI VARIABEL INTERVENING (STUDI PADA BENGKEL SAHABAT MOTOR SUKODONO SIDOARJO). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Car sales growth is one of the parameters that shows economic growth and growth in other industrial sectors. As the use of cars increases, the desire or demand increases so that the car they own looks good and is comfortable when used. A good and comfortable car must be maintained properly and correctly, many car repair shops offer car maintenance such as engine and car body maintenance. Each car repair shop has its own advantages so consumers become selective in choosing the best, trustworthy repair shop that can help solve their problems. This research aims to analyze and describe the influence of Personal Ability, Self-efficacy and Service Quality on Customer Loyalty with Customer Trust as an intervening variable at the Sahabat Motor Sukodono Sidoarjo Workshop. The data used in this research is primary data obtained through distributing questionnaires online and also secondary data obtained from the Friends of Sukodono Sidoarjo Motor Workshop. The sample in this study consisted of 150 respondents with the criteria of customers who had used the service at least three times. The technique for determining the sample used in this research was purposive sampling. This research uses the Statistical Program for Social Science (SPSS) version 27. The results of this research show that the Personal Ability variable does not have a positive and significant influence on Customer Loyalty with a t value of 0.481 which is less than the t table which is 1.655. The Self-efficacy variable has a positive and significant influence on Customer Loyalty with a t-count value of 2.966 which exceeds the t-table value of 1.655 and Service Quality has a positive and significant influence on Customer Loyalty with a t-count value of 2.853 which exceeds the t-table value of 1.655. The Customer Trust variable has a positive and significant influence on Customer Loyalty with a t value of 3.818 which exceeds the t table value of 1.655. The variables Personal Ability, Self-efficacy and Service Quality have a positive and significant influence through Customer Trust. This is proven by the t-calculated results of Personal Ability towards Customer Trust of 4.628 > t table 1.655, the t-calculated results of Self-efficacy towards Customer Trust of 2.949 > t table 1.655, the t-calculated results of Service Quality to Customer Trust of 3.965 > t table 1.655. From this research it was also found that the variables Personal Ability, Self-efficacy and Service Quality have a positive and significant influence on Customer Loyalty through Customer Trust. This is proven by the t-calculated value of Personal Ability on Customer Loyalty through Customer Trust of 17.753 > t table 1.655, The t-count value of Self-efficacy on customer loyalty through Customer Trust is 11.146 > t table 1.655, the t-count value of Service Quality on customer loyalty through Customer Trust is 14.938 > t table 1.655. Keywords: Personal Ability, Self-efficacy, Service Quality, Customer Loyalty, Customer Trust
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Artinegar Azmi Ismail | ||||||||
| Date Deposited: | 31 May 2024 08:22 | ||||||||
| Last Modified: | 31 May 2024 08:22 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/23713 |
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