HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN LOYALITAS KONSUMEN DALAM MENGGUNAKAN JASA ANGKUTAN UMUM

Lia, Maulana Devi (2007) HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN LOYALITAS KONSUMEN DALAM MENGGUNAKAN JASA ANGKUTAN UMUM. Other thesis, University of Muhammadiyah Malang.

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Abstract

Competition transportation services company is currently quite tight, with many consumers who membutuhkanya. So many companies engaged in the service offering the product with the advantages of each. This can be seen with the increasing number of new manufacturers in the transportation industry in Indonesia, particularly on buses. So today many companies such as bus transport services that compete by providing good enough service for example by providing adequate facilities for its customers are satisfied with the services these companies and give priority service to vehicle comfort. Consumers today are expected with the various alternatives in selecting an appropriate transportation services company with interests and needs. Consumers do not just buy products but at the same time buy services attached to them. In general, consumers will feel happy if served with a polite, friendly, with great attention and considered important so that there will be satisfaction in the purchase of goods or services and become loyal to the company. This study includes quantitative research. Where the population is a night bus passengers in the terminal Arjosari Malang, this dipenelitian sample of 60 people taken using accidental sampling technique. While collecting the data used is the scale, namely: the scale of service quality and customer loyalty scale. The data analysis method used in this study are product moment correlation. The results show (r = 0687 and p = 0.000) that there is a very significant positive relationship between service quality and loyalty of consumers. This means that if the quality of services provided by transportation services firms is high then the higher the customer loyalty to the firm transportation service, and if the quality of services provided by transportation services company that is also low, so low customer loyalty. The effective contribution of service quality to customer loyalty is at 47.2% so there is still a contribution of 52.8% from other factors not examined.

Item Type: Thesis (Other)
Subjects: B Philosophy. Psychology. Religion > BF Psychology
Divisions: Faculty of Psychology > Department of Psychology
Depositing User: Zainul Afandi
Date Deposited: 20 Jun 2012 04:22
Last Modified: 20 Jun 2012 04:22
URI: http://eprints.umm.ac.id/id/eprint/8709

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