HUBUNGAN ANTARA KEPUASAN PELANGGAN DENGAN LOYALITAS PELANGGAN PENGGUNA HANDPHONE NOKIA PADA WARGA RW 08 KELURAHAN JATINEGARA KECAMATAN CAKUNG, JAKARTA TIMUR

Sulanjari, Giusti Murah (2014) HUBUNGAN ANTARA KEPUASAN PELANGGAN DENGAN LOYALITAS PELANGGAN PENGGUNA HANDPHONE NOKIA PADA WARGA RW 08 KELURAHAN JATINEGARA KECAMATAN CAKUNG, JAKARTA TIMUR. S1 thesis, Universitas Negeri Jakarta.

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Abstract

GIUSTI MURAH SULANJARI. The Correlation Between Customer Satisfaction With Customer Loyalty OF Nokia Mobile User On The Resident Of RW 08 Kelurahan Jatinegara Kecamatan Cakung, East Jakarta. Commerce Education Studies Program, Department of Economics and Administration, Faculty of Economics, State University of Jakarta, June 2014. The purpose of this study to determine a positive relationship between customer satisfaction to customer loyalty Nokia mobile user in RW 08 Kelurahan Jatinegara Kecamatan Cakung, East Jakarta. This research was conducted in RW 08 Sub Djatinegara Cakung subdistrict, East Jakarta. For four months, starting from March 2014 until June 2014. Research method is a survey method with the correlational approach. The population in this study were all residents of RW 08 Kelurahan Jatinegara Kecamatan Cakung, East Jakarta. Population inaccessibility is a resident of RT 09 RW 08 Kelurahan Jatinegara Kecamatan Cakung, East Jakarta, as many as 45 people. The sampling technique used is simple random technique as many as 30 people. To capture the data from the two variables used questionnaire Likert scale model for Customer Satisfaction (Variable X) and Customer Loyalty (Variable Y). Before this instrument is used to test the validity of these two variables. For a variable X, of 30 validated the statement after the statement that there are three drop, while meeting the criteria or valid statement consists of 27 items. For variable Y, of 26 validated the statement after the statement that there are 6 drop, while meeting the criteria or invalid consists of 20 framed items. The calculation of the reliability of both variables using Cronbach Alpha formula. The results of the X variable reliability of 0.86 and Y variable reliability results by 0.48. This result proved that the instrument is reliable. The resulting regression equation is Ŷ = 30.52 + 0.44 X Test requirements analysis is the normality test on the estimated regression error Y over X with Liliefors generate test Lhitung = 0.0769, whereas for n Ltable 40 at significance level of 0.05 was 0.147. Because Lcount <Ltable the estimated regression error Y over X is normally distributed. Testing linearity of regression produces Fcount> Ftable, is 11.06>4.10, meaning that the regression equation significantly. The correlation coefficient of Pearson Product Moment generating rxy = 0.475, then test the significance of the correlation coefficient using the t test and the result of t = 3.325 and t table = 1.67. It can be concluded that the correlation coefficient rxy = 0.2254 is significant. The coefficient of determination obtained for 22.54% 22.54% which indicates that the variation is determined by customer loyalty customer satisfaction.

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