HUBUNGAN ANTARA KEPUASAN PELANGGAN DENGAN KOMUNIKASI DARI MULUT KE MULUT (WORD OF MOUTH) PADA WARGA RW 04 DESA BANTARJAYA PENGGUNA SEPEDA MOTOR MEREK HONDA DI BOGOR

Yusnita, Herlin (2014) HUBUNGAN ANTARA KEPUASAN PELANGGAN DENGAN KOMUNIKASI DARI MULUT KE MULUT (WORD OF MOUTH) PADA WARGA RW 04 DESA BANTARJAYA PENGGUNA SEPEDA MOTOR MEREK HONDA DI BOGOR. S1 thesis, Universitas Negeri Jakarta.

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Abstract

Herlin Yusnita. The Correlation Between Customer Satisfaction with Word of Mouth on Community District 04 Desa Bantarjaya of Honda Motorcycle Users in Bogor. Skripsi. Jakarta:Study Program of Commerce Education, Department of Economics and Administration, Faculty of Economics, Universitas Negeri Jakarta. 2014.The purpose of this research is to get valid and reliable data about correlation between customers satisfaction with word of mouth. Data was collected from asurvey of 45 citizens on community district 04 Desa Bantarjaya of Honda motorcycle users from RT 01, RT 02, and RT 03 with a sampling using proportional random sampling technique. The survey was conducted by distributing questionnaires to a sample that has been determined. Score of customers satisfaction was obtained by questionnaire by administering a questionnaire with Likert scale. Score of word of mouth was obtained by administering a questionnaire with Likert type scale. Research samples was taken as 40 respondens. Regression equation in this research isŶ=31.92+0.56X. From this equation test requirements analysis conducted by the normality test error estimate the regression of Y on X obtained by Liliefors Lo < Lt (0.1054<0.1400). It mean the data are normally distributed. On the meaningful of regression test we got the result Fh (22.57) >Ft (4.10) which can be conclude that the regression model is means. As for the linierity test obtained Fh (0.88) <Ft (2.25), indicating that the regression equation is linear. The test results by using a correlation coefficient of Pearson product moment values obtained rxy=0.610. From the correlation meaningful test calculations t count = 4.750>ttable=1.684 indicating a significant relationship between customer satisfaction with word of mouth. From the calculation results obtained 37.26% coefficient of determination so that it can be said that the customer satisfaction has contribution on word of mouth as 37.26%.

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