PENGARUH KUALITAS PELAYANAN DAN TARIF TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA PADA LOYALITAS PELANGGAN TAKSI EXPRESS DI JAKARTA

FADILLAH, ERWIN (2016) PENGARUH KUALITAS PELAYANAN DAN TARIF TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA PADA LOYALITAS PELANGGAN TAKSI EXPRESS DI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT ERWIN FADILLAH. Influence Of Service Quality And Fare Toward Customer Satisfaction And Its Impact On Customer Loyalty Of Express Taxi In Jakarta. The purpose of this study was to: (1) To examine empirically the effect of service quality to customer satisfaction on Express taxi. (2) To examine empirically the effect of fare to customer satisfaction on Express taxi. (3) To examine empirically the effect of customer satisfaction to customer loyalty on Express taxi. (4) To examine empirically the effect of service quality to customer loyalty on Express taxi. (5) To examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling) LISREL version 8.7. Results of hypothesis testing showed: (1) service quality have positive and significant effect on customer satisfaction, (2) fare have positive and significant effect on customer satisfaction, (3) customer satisfaction have positive and significant effect on customer loyalty, (4) service quality have positive and not significant effect to on customer loyalty. (5) fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty. Keywords: Service Quality, Fare, Customer Satisfaction, Customer Loyalty, Transportation

Item Type: Thesis (S1)
Additional Information: Pembimbing I: Dr. MOhamad Rizan, SE, MM ., Pembimbing II: Agung Kresnamurti RP, ST, MM
Subjects: Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services)
Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) > Manajemen Kontrol dan Kualitas (Control and Quality Management)
Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Hubungan Masyarakat (Public Relations)
Divisions: Fakultas Ekonomi > S1 Manajemen
Depositing User: Budi Siswanto
Date Deposited: 11 Jan 2018 07:03
Last Modified: 11 Jan 2018 07:03
URI: http://repository.fe.unj.ac.id/id/eprint/2499

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