HUBUNGAN ANTARA HAMBATAN BERPINDAH DENGAN LOYALITAS PELANGGAN PADA PENGGUNA ANDROID DI SMK NEGERI 45 JAKARTA

Sugiyono, Nicko Wijaya (2016) HUBUNGAN ANTARA HAMBATAN BERPINDAH DENGAN LOYALITAS PELANGGAN PADA PENGGUNA ANDROID DI SMK NEGERI 45 JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

Nicko Wijaya S, The Correlation Between Switching Barrier With Customer Loyalty of Android Users at SMK Negeri 45 Jakarta, Essay. Jakarta: Commerce Education Study Program of Education Trade System, Faculty of Economic, State University of Jakarta, May 2016. The research was conducted on Android users at SMK Negeri 45 Jakarta. This place was chosen because it fits the theme raised, that is Customer Loyalty. Customer loyalty is the loyalty of customers towards the products or services provided by the company in the long term, with a positive appreciation shown by using the product and recommend it to others. The research used survey methods by correlation approach. The sampling technique was purposive sampling. Population was taken in this study is an active customer with the criteria all users who are curently using Android as many as 50 people. Samples taken as many as 44 people, and done with test requirements analysis. To get data from two variables, researcher using likert scale model for Switching Barrier and Customer Loyalty. For variable X, from 30 statements which had validated, 28 statements according to the criteria. For variable Y, from 31 statements which had validated, 28 statements were validated and 3 statements were drop. The calculation reliability of both variable were using Alpha Cronbach method and variable X reliability is 0,801 and variable Y is 0,866, this proof that the instrument were valid and reliable. Analysis of condition test, which is normality error test for regression approximates of X on Y with liliefors test, results in Lcount = 0,1059, and Ltabel for n = 44 which level significant of 0,05 is 0,133, because Lhitung < Ltabel then errors estimate Y on X normally distribution. The equation for linear regression is Ŷ= 74,80+0,30X. Significance regression result in Fcount > Ftabel, is 9,74 > 4,07, it’s mean that the regression equation is significant. And linearity regression test yield, in Fcount < Ftabel is 1,25 < 2,07 that can be interpreted that the regression equation is linear. Result of hypotesis test which pearson’s product moment show’s that rxy = 0,343, then significance of product moment correlation test whith t-test which yields tcount = 2,369 and ttabel = 1,68 at significance level of 0,05 and dk=44, it can be result that product moment correlation rxy = 0,343 is significance. Coefficient of determined obtain equal to 11,79%, it’s mean that 11,79% variation of Customer Loyalty determined by Switching Barrier. The results of this study indicate there is a positive relationship between switching barrier with customer loyalty of android users at SMK Negeri 45 Jakarta.

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