HUBUNGAN ANTARA PELAYANAN PURNA JUAL DENGAN LOYALITAS PELANGGAN SEPEDA MOTOR HONDA PADA WARGA RW 18 DI SUKATANI, DEPOK

Rachman, Noerlia Agustina (2014) HUBUNGAN ANTARA PELAYANAN PURNA JUAL DENGAN LOYALITAS PELANGGAN SEPEDA MOTOR HONDA PADA WARGA RW 18 DI SUKATANI, DEPOK. S1 thesis, Universitas Negeri Jakarta.

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Abstract

NOERLIA AGUSTINA RACHMAN. Relationship Between the After-Sales Service Honda Motorcycle Customer Loyalty In Community District 18 Sukatani, Depok.Faculty of Economics, State University of Jakarta, 2014. This study aims to determine whether there is a relationship between after sales services with customer loyalty of honda motorcycle on community district 18 Sukatani in Depok based on data and facts are valid and reliable. This study used a survey method with the correlational approach. The instrument development process begins with the preparation of shaped instrument models Likert Scale questionnaire which refers to the model of variable indicators. The data analysis techniques with regression and correlation. Regression test results showed that after-sales service of Honda motorcycles have a positive relationship to customer loyalty on community district 18 Sukatani RW, Depok. The resulting regression equation is Y = 62.35 + 0.42 X. Test requirements analysis is the normality test on the estimated regression error Y over X with liliefors test produces Lo = 0.0979 while Lt = 0.1477. Because of Lcount<Ltable the estimated error Y over X distributed normal. Testing linearity of regression produces Fcount<Ftable is Fcount = -1.21 while Ftable = 2.18, so it was concluded that the linear regression equation. Test the significance of regression yield of Fcount>Ftable is F value of 7.50 and 4.13 for Ftable means significant regression equation. The correlation coefficient between after sales services to customer loyalty is simple correlation coefficient rxy = 0.406, then test the significance of the correlation coefficient using t-test and the resulting (tcount>ttable) = 2.740>1.68. Thus it can be concluded that the correlation coefficient rxy = 0.406 is significant. The coefficient of determination of 16.49% Honda customer loyalty is determined by after-sales service, and the rest is determined by othervariables.

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