HUBUNGAN ANTARA PENANGANAN KELUHAN DENGAN LOYALITAS PELANGGAN HERBALIFE PADA NUTRITION CLUB SEHAT CERIA BINTARA BEKASI BARAT

Halimatussyadiah, Balqissya (2012) HUBUNGAN ANTARA PENANGANAN KELUHAN DENGAN LOYALITAS PELANGGAN HERBALIFE PADA NUTRITION CLUB SEHAT CERIA BINTARA BEKASI BARAT. S1 thesis, Universitas Negeri Jakarta.

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Abstract

Balqissya Halimatussyadiah, The correlation between Complaint Handling with Customer Loyalty of Herbalife at members of Nutrition Club Sehat Ceria Bintara Bekasi Barat, Thesis. Jakarta: Commerce Education Study Program, Economic and Administration Department, Economic Faculty, State University of Jakarta, July 2012. Purpose of this research is to find empirical data, valid and reliable fact, about the possibility correlation between Complaint Handling with Customer Loyalty. The research was conducted Nutrition Club Sehat Ceria at Bintara, West Bekasi, during five months since February until June 2012. The research used survey methods by correlation approach. The sampling technique was simple random sampling. Population in this research are the members of Nutrition Club Sehat Ceria at Bintara, West Bekasi. The sample amount 44 peoples. To get data from two variables, researcher using likert scale model for Complaint Handling (X) and Customer Loyalty (Y). The calculation reliability of both variable were using Alpha Cronbach method and variable X reliability is 0,801 and variable Y is 0,738, 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 = 0,0611, and Ltabel for n = 44 which level significant of 0,05 is 0,13357, because Lcount<Ltabel then normality error test is normal distribution. The equation for linear regression is Ŷ= 28,04+0,39X. Significance regression result in Fcount>Ftabel, is 7,11>4,07, it’s mean that the regression equation is significant. And linearity regression test yield, in Fcount<Ftabel is 1,28<2,29, that can be interpreted that the regression equation is linear. Result of hypotesis test which pearson’s product moment show’s that rxy = 0,382 , then significance of product moment correlation test whith t-test which yields tcount = 2,682 and ttabel = 1,682 at significance level of 0,05 and dk=42, it can be result that product moment correlation rxy = 0,395 is significance. Coefficient of determined obtain equal to 0,1462, it’s mean that 14,62% variation of Customer Loyalty determined by Complaint Handling. The result of this research was shown that there is positive correlation between complaint handling with customer loyalty.

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