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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPERCAYAAN

Herwanda, Dimas Igar Putra (2019) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPERCAYAAN. Undergraduate (S1) thesis, University of Muhammadiyah Malang.

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BAB I.pdf

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Abstract

This study aims to determine and analyze the impact of Service Quality on Customer Loyalty through Trust on PT DB Praktis Tour & Travel. The type of this study is explanatory research. The sample in this study is 100 respondents use purposive sampling technique with the criteria of responden purchase plane ticket and make purchases more than three times. The data source in this study is the primary data source. Data collection techniques use a questionnaire. Instrument test by validity and reliability. Data analysis techniques in this study uses classic assumption test, hyphothesis test, and path analysis. Hypothesis testing uses t test and sobel test. The result of this study indicate that service quality positive significantly loyalty, that service quality positive significantly trust, that trust positive significantly loyalty, that service quality positive significantly loyalty through trust.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201510160311264
Thesis Advisors: Ratih Juliati (0030075901), Sri Nastiti Andharini (0721026501)
Keywords: customer loyalty, service quality, trust
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HE Transportation and Communications
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: 201510160311264
Date Deposited: 13 Nov 2019 07:35
Last Modified: 13 Nov 2019 07:35
URI : http://eprints.umm.ac.id/id/eprint/55394

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