Lubis, Aanisah Yumnaa (2024) PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA PT. NIKI INTERMODA SEJAHTERA SIDOARJO. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The purpose of this research is to determine the variables of service quality and customer satisfaction on customer loyalty at PT. Niki Intermoda Sejahtera Sidoarjo. This research system uses quantitative, namely the independent variables are service quality and customer satisfaction, then the dependent variable is customer loyalty. Sampling using the Purposive Sampling technique included 55 respondents and data analysis was carried out using the Partial Least Squares (PLS) method. The results of this research analysis show that service quality influences PT customer loyalty. Niki Intermoda Sejahtera Surabaya with Service Quality (X1) has a positive effect on Customer Loyalty (Y) which is acceptable, with path coefficients of 0.587 and a T-Statistic value of 5,657 > 1.96 (from the table value Z = 0.05). Then Customer Satisfaction (X2) has a positive effect on Customer Loyalty (Y) which is acceptable, with path coefficients of 0.297 and a T-Statistic value of 2.154 > 1.96 (from the table value Z = 0.05). Keywords: service quality; customer satisfaction; customer loyalty.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | Aanisah Yumnaa Lubis | ||||||||
| Date Deposited: | 27 May 2024 02:03 | ||||||||
| Last Modified: | 27 May 2024 02:03 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/23012 |
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