HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN LOYALITAS PELANGGAN KARTU TELKOMSEL SIMPATI PADA WARGA RW 008 KELURAHAN CEMPAKA BARU JAKARTA PUSAT

Putranto, Ricky Eko (2013) HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN LOYALITAS PELANGGAN KARTU TELKOMSEL SIMPATI PADA WARGA RW 008 KELURAHAN CEMPAKA BARU JAKARTA PUSAT. S1 thesis, Universitas Negeri Jakarta.

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Abstract

Ricky Eko Putranto. The Relationship Between Service Quality with Customer Loyalty Card Telkomsel Simpati, Scription. Jakarta: Business Administration Study Program, Department of Economics and Administration, Faculty of Economics, State University of Jakarta, July 2013. This study aims to obtain empirical data and facts are valid, valid and credible about whether there is a relationship between the Service Quality with Customer Loyalty Card Telkomsel Simpati in Citizens 008 RW Cempaka Baru, Central Jakarta. The research was conducted in 008 RW Cempaka Baru, Central Jakarta, during the five months from Februari to june 2013. The method used is a survey method with the correlational approach. The sampling technique used is simple random technique. The population in this study were 008 Cempaka Baru, Central Jakarta. Samples taken as many as 44 persons, and carried out with the test requirements analysis. To capture the data from the two variables used questionnaires likert scale model for Service Quality (X variable) and the Customer Loyalty (Y variable). Previous instruments used to test the construct validity in advance, for both variables. For a variable X 40 grain question once validated, there are 7 items that drop questions, while meeting the criteria or consists of 33 items valid question. For variable Y, of the20 items questionnaire once validated, there are 3 items drop questions, while meeting the criteria or consists of 17 items valid question. Calculation of reliability of both variables using Cronbach alpha formula. The results of the X variable reliability of 0,929 and the reliability of the results of the Y variable by 0,895. Test requirements analysis, the resulting regression equation is Ŷ = 8,48 + 0,439 X . Normality Test regression error estimated Y over X with the test result liliefors Lcount = 0,084, while Ltable for n = 44 at 0.05 significance level is 0.134, as Lcount < Ltable the error estimates Y on X is normally distributed. Testing linearity of regression produces Fcount < Ftable, is 1,39 < 270, so it was concluded that the linear equation. Test the significance of regression produces Fcount > Ftable, is 26,64 > 4,07, meaning that the regression equation is significant. The correlation coefficient of Pearson Product Moment generating rxy = 0,623 correlation significance test is then performed using t-test and the resulting tcount = 5,16 and Ttable = 1,68 at significance level and dk = 42. It can be concluded that the correlation coefficient rxy = 0,623 is significant. The coefficient of determination were obtained for 38,81%, which indicates 38,81% that the Service Quality is determined by the Customer Loyalty. Results from this study indicate there is a positive relationship between Service Quality with Customer Loyalty Card Telkomsel Simpati In Citizens 008 RW Cempaka Baru, Central Jakarta.

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