Universitas Stikubank (Unisbank) Semarang Repository

PENGARUH KEPERCAYAAN, KOMITMEN PELANGGAN, KUALITAS LAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN

Abadi , Danang Heru Rasa Ab (2011) PENGARUH KEPERCAYAAN, KOMITMEN PELANGGAN, KUALITAS LAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN. Undergraduate thesis, universitas stikubank semarang.

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Abstract

Target of this research to test trust influence, customer commitment, quality of service, satisfaction of customer to customer loyalties. Pursuant to the description hence this research take title “Pengaruh Kepercayaan, Komitmen Pelanggan, Kualitas Layanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan (Studi Kasus Di Ahass Surya Cipta Pratama Semarang) ”. In this research take consumer population using Motorbike Ahass Surya workshop service Create Pratama Semarang, with intake of sample use sampling purposive method counted 100 responder. Pursuant to result of research which have been conducted by hence can know by trust of customer have an effect on positive to customer loyalties. Commitment customer have an effect on positive to customer loyalties. Quality of service have an effect on positive to customer loyalties and satisfaction of customer have an effect on positive to customer loyalties. Adjusted R Square equal to 0,558. Matter this means that equal to 55,8% can be explained by trust, customer commitment, quality of service, satisfaction of customer to customer loyalties. While the rest 44,2% explained by other causes outside trust variable, customer commitment, quality of service, satisfaction of customer like competitor.

Item Type: Thesis (Undergraduate)
Additional Information: NIM : 06.2502.0026 SKR V: 05.51.0074
Uncontrolled Keywords: Trust, Commitment, Quality of Service, Satisfaction And Loyalties Customer.
Subjects: H Social Sciences > HB Economic Theory
Faculty / Institution: Fakultas Ekonomika dan Bisnis > Program Studi Manajemen
Depositing User: Tri Wiyono
Date Deposited: 17 Jul 2012 09:29
Last Modified: 17 Jul 2012 09:29
URI: http://eprints.unisbank.ac.id/id/eprint/397

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