HUBUNGAN ANTARA KEPUASAN PELANGGAN DAN KUALITAS JASA TRANSPORTASI DENGAN LOYALITAS PELANGGAN GO-JEK PADA MAHASISWA FAKULTAS EKONOMI DI UNIVERSITAS NEGERI JAKARTA

Nisa, Khairun (2016) HUBUNGAN ANTARA KEPUASAN PELANGGAN DAN KUALITAS JASA TRANSPORTASI DENGAN LOYALITAS PELANGGAN GO-JEK PADA MAHASISWA FAKULTAS EKONOMI DI UNIVERSITAS NEGERI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

KHAIRUN NISA. Correlation between Customer Satisfaction and Service Quality Transportation with Customer Loyalty Go-Jek At the Faculty of Economics State University of Jakarta. Thesis, Jakarta: Study Program of Commerce Education. Faculty of Economics. State University of Jakarta. 2016. This study aims to gain the proper knowledge to obtain empirical data and facts are accurate, valid, and can be trusted and relied on the correlation between customer satisfaction with customer loyalty, services quality transportation with customer loyalty, customer satisfaction and service quality transportation with loyalty customers Go-Jek at Faculty of Economics State University of Jakarta. This study used a survey with the correlational approach. This type of research is using descriptive research. Place of research conducted at the Faculty of Economics, University of Jakarta. The population in this study is the Faculty of Economics, University of Jakarta who had used the Go-Jek transport as many as 96 students. While samples that meet the criteria within a period of use of Go-Jek is more than 2 times a week for about 68 students. The sampling technique used was purposive sampling. Collecting data by distributing questionnaires and interviews. While the technique of analysis of this study using SPSS version 22. The hypothesis of this study show that (1) There is a positive and significant correlation between customer satisfaction with customer loyalty, the hypothesis is proved by value of tcount (6.766)> ttable (1.66). (2) There is a positive and significant correlation between the services quality transportation with customer loyalty, the hypothesis is proved by value of tcount (2.151)> ttable (1.66). (3) There is a positive and significant correlation between customer satisfaction and services quality transportation with customer loyalty, the hypothesis is proven by value obtained Fcount> Ftable or 33, 35> 3.14. Multiple regression equation obtained is Y = 21.634 + 0.367 (X1) + 0.156 (X2). Determination of correlation obtained is 50,7%.

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