HUBUNGAN ANTARA KUALITAS JASA DENGAN LOYALITAS PELANGGAN TRANSJAKARTA PADA MAHASISWA PRODI PENDIDIKAN TATA NIAGA JURUSAN EKONOMI DAN ADMINISTRASI FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA

Revino, Bobby Adam (2013) HUBUNGAN ANTARA KUALITAS JASA DENGAN LOYALITAS PELANGGAN TRANSJAKARTA PADA MAHASISWA PRODI PENDIDIKAN TATA NIAGA JURUSAN EKONOMI DAN ADMINISTRASI FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

BOBBY ADAM REVINO. The Correlation between Service Quality with Customer Loyalty Transjakarta at The Students Program of Commerce Education, Economic and Administration Department, Faculty of Economics, State University of Jakarta. Thesis, Jakarta. Study Program of Commerce Education, Economic and Administration Department, Faculty of Economics, State University of Jakarta, June 2014. The aim of this research is to find the possibility a possitive correlation between service quality with customer loyalty Transjakarta at The Students Program of Commerce Education, Economic and Administration Department, Faculty of Economics, State University of Jakarta (U NJ). The research used survey method with the correlational approach. The research was conducted at State University of Jakarta for five months from January 2014 until June 2014. The population in this study are students Program of Commerce Education, where as the possible populations were 80 students. The technique which is used in gathering the sample was simple random sampling about 65 students. According to statistical computation, the regression equation is Ŷ = 65.80 + 0.409 X. Test requirements analysis of the normality test error of estimated regression of Y on X (Y – Ŷ) to produce Lcount liliefors test = 0,075, while the Ltable for n = 65 at 0,05 significant level is 0,110. Because the Lcount < Ltable then an error of estimated regression of Y on X (Y – Ŷ) is normally distributed. Testing linearity of regression produces Fcount < Ftable is Fcount = 0,79 < Ftable = 1,96, so it was concluded that the linear equation regression. From test significance regression produces Fcount > Ftable, which is Fcount = 32,59 > Ftable = 3,99, meaning that the regression equation is significant. Product Moment correlation coefficient of Pearson generating rxy = 0,584, it indicates there’s a positive correlation between service quality with customer loyalty. There after performed the test significance correlation coefficient using the t-test and the resulting tcount > ttable, which is tcount = 5,71 > ttable = 1,68. It can be concluded that the correlation between service quality with customer loyalty is significant. The coefficient of determination obtained for 34,10% which shows that 34,10% of the variation of customer loyalty is determined by the service quality. The result of this research has proved the existence of a positive and significant correlation between service quality with customer loyalty.

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