HUBUNGAN ANTARA KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DENGAN LOYALITAS PELANGGAN PROVIDER SMARTFREN PADA MAHASISWA PROGRAM STUDI PENDIDIKAN TATA NIAGA JURUSAN EKONOMI DAN ADMINISTRASI FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA

Haryanti, Wiwik (2015) HUBUNGAN ANTARA KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DENGAN LOYALITAS PELANGGAN PROVIDER SMARTFREN PADA MAHASISWA PROGRAM STUDI PENDIDIKAN TATA NIAGA JURUSAN EKONOMI DAN ADMINISTRASI FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

WIWIK HARYANTI. Relationship Between Service Quality and Customer Satisfaction With Customer Loyalty Provider Smartfren On Students Study Program of Commerce Education, Department of Economics and Administration Faculty of Economics, University of Jakarta. Tata Commerce Education Studies Program, Department of Economics and Administration Faculty of Economics, University of Jakarta, June 2015. The purpose of this study was to determine the positive relationship between service quality and customer satisfaction to customer loyalty Smartfren provider on student Study Program of Commerce Education, Department of Economics and Administration, Faculty of Economics. Research over the past three months, starting from March 2015 to May 2015. The method used was survey method with the correlational approach. The population in this study were all students of Education Studies Program trade system. Inaccessibility of the population are students of Education Studies Program class trade system 2012 - 2014 which has been used by 67 students Smartfren provider. Sampling technique used is the technique of sampling is balanced by 55 students. normality test calculation results using SPSS 18.0 states that all the data were normally distributed variables, is evidenced by a significance level of 0.671, significance level is> 0.05. Linearity test showed that the variables X1 (Quality of Service) and X2 has linearity of 0.00, so the variable is said to be linear because memimiliki linearity values <0.05. Based on the results of the linear regression coefficient calculation multicolinierity test tolerance value between the variable quality of service (X1) and customer loyalty (Y) is 0.481, which means more than 0.1 and VIF amounted to 2,079, which means less than 10. So it can be concluded that the regression model between the variable quality of service (X1) with customer loyalty (Y) there is no multicollinearity problems, and the value of tolerance among the variable customer satisfaction (X2) with customer loyalty (Y) is 0.418, which means more than 0.1 and VIF of 2,079 which is less than 10. Thus it can be concluded that the regression model between the variable customer satisfaction (X2) with customer loyalty (Y) there is no multicollinearity problem. Based on the scatterplot to test heterokedatisitas that the dots spread with no apparent pattern, ie above and below the number 0 on axis Y. It can be concluded that there is no regression model heterokedastisitas.Persamaan problems resulting linear regression is Ŷ = -423 + 0,417(X1) + 0,291(X2) . Double correlation test has a value of 0.69, which proves there is a strong relationship of these three variables. Of multiple correlation test data showed that R has a value of 0.69, it can be deduced that the relationship between the quality of their customer service and satisfaction premises customer loyalty has a strong relationship since there are in the range of 0.60 to 0.799. The coefficient of determination of 37.1% were obtained which showed that 37.1% variation customer loyalty is determined by the quality of service and customer satisfaction. , Based on the results of the calculation of ANOVA showed that F_hitung> F_tabel or 15.34> 3.30, then the relationship between service quality and customer satisfaction with meaningful or significant customer loyalty. t (2.659)> t table (1.67), so the hypothesis Ho is accepted. So the conclusion is partially no significant relationship between service quality and customer loyalty, and t count equal to 1.645 for the customer satisfaction can be seen that t (1.779) <t table (1.67), so the hypothesis Ho is accepted. So the conclusion is partially no significant relationship between customer satisfaction with customer loyalty.

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