HUBUNGAN ANTARA KUALITAS LAYANAN DAN KEPERCAYAAN DENGAN LOYALITAS PELANGGAN KARTU SELULER XL PRABAYAR PADA MAHASISWA PENDIDIKAN TATA NIAGA DI UNIVERSITAS NEGERI JAKARTA

Pratiwi, Riza (2016) HUBUNGAN ANTARA KUALITAS LAYANAN DAN KEPERCAYAAN DENGAN LOYALITAS PELANGGAN KARTU SELULER XL PRABAYAR PADA MAHASISWA PENDIDIKAN TATA NIAGA DI UNIVERSITAS NEGERI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

RIZA PRATIWI. The correlation between service quality and customer trust with customer loyalty of the provider XL Prabayar on students of the commerce education at the State University of Jakarta. Skripsi. 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, legitimate, valid, and can be trusted and relied on the relationship between service quality with customer loyalty, customer trust with customer loyalty of the provider XL Prabayar on students of the commerce education at the State University of Jakarta. This study used survey method with the correlational approach. This type of research is using descriptive research. The Place of research conducted at the Faculty of Economics, University of Jakarta. The population in this study is students of the commerce education at the State University of Jakarta who used a provider XL Prabayar. While the sample in this study is students of the commerce education at the State University of Jakarta who used a provider XL Prabayar as many as 59 people. The sampling technique was used purposive sampling. The collection of data by distributing questionnaires. While the technique of analysis of this study using SPSS version 22. The hypothesis of this study indicate that: (1) There is a positive relationship between service quality with customer loyalty, the hypothesis is proved by the value of r = 0.512 and tcount (4.503) > ttable (2.00324). (2) There is a positive relationship between customer trust with customer loyalty, the hypothesis is proved by the value of r = 0.464 and tcount (3,954) > ttable (2.00324). simple regression equation obtained was Ŷ = 45.085 + 0.342 (X1) and Ŷ = 53,292+ 0.362 (X2). The correlation between the service quality with customer loyalty obtained from the result of determination (R2) as big as 0.262 . So the ability of the variable service quality to describe the partial customer loyalty by 26,2% while the rest influenced by other factors outside of service quality. The correlation between the customer trust with customer loyalty obtained from the result of determination (R2) as big as 0.215 . So the ability of the variable customer trust to describe the partial customer loyalty by 21.5% while the rest influenced by other factors outside of customer trust.

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