HUBUNGAN ANTARA KEPERCAYAAN DENGAN LOYALITAS KONSUMEN DI BENGKELPT. LIEK MOTOR INDRAPURA SURABAYA

TOHIR, RAYNINUKHERAWATI (2010) HUBUNGAN ANTARA KEPERCAYAAN DENGAN LOYALITAS KONSUMEN DI BENGKELPT. LIEK MOTOR INDRAPURA SURABAYA. Other thesis, University of Muhammadiyah Malang.

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Abstract

Nowadays, car vehicle maintenance service company progress into better direction, how to grow satisfied consumer into loyal consumer, since company income source came from consumer who bought service in continuous way. Consumer loyalty would be success key, not only in short term, but continuous competitiveness. If a consumer loyal in a service company, it means consumer’s trust had been created in the company, since their good experience when doing business transaction with the company. The process of consumer trust was when they were satisfyingly served by the company where they bought the service. From the event, a consumer got good service, would create high consumer trust, and if the consumer didn’t get good service, their trust would be low. The research was quantitative research with nonexperimental design. The independent variable was trust and the dependent variable was consumer loyalty in the repair shop. Subject used were consumers who maintain their car in PT. Liek Motor Indrapura Surabaya Company. All subjects amount was 100 subjects for research. In this research, the writer used incidental sampling, for data analysis using product moment correlation supported by SPSS computer program. According data analysis, there could be concluded that there was significant positive correlation (r = 0,431 ; p/sig = 0,000) between trust with consumer loyalty at PT. Liek Motor Indrapura Surabaya repair shop, which mean lower the trust, there also lower consumer loyalty in PT. Liek Motor Indrapura Surabaya, and higher the trust, there also higher consumer loyalty at PT. Liek Motor Indrapura Surabaya. While calculation result of variable determinant coefficient (r2) found = 0,186 or 18,6 signed that trust had effective contribution to consumer loyalty for 18,6%.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Psychology > Department of Psychology
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 21 Mar 2012 14:00
Last Modified: 21 Mar 2012 14:00
URI: http://eprints.umm.ac.id/id/eprint/857

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