PENGARUH KEPUASAN PELANGGAN, KUALITAS LAYANAN, DAN PROGRAM LOYALITAS DENGAN LOYALITAS PELANGGAN PADA PELANGGAN TOKO BUSANA MUSLIM DI KAWASAN MARGONDA RAYA DEPOK

Ndadari, Shekar Suryo (2015) PENGARUH KEPUASAN PELANGGAN, KUALITAS LAYANAN, DAN PROGRAM LOYALITAS DENGAN LOYALITAS PELANGGAN PADA PELANGGAN TOKO BUSANA MUSLIM DI KAWASAN MARGONDA RAYA DEPOK. S1 thesis, Universitas Negeri Jakarta.

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Abstract

SHEKAR SURYO NDADARI, THE INFLUENCE OF CUSTOMER SATISFACTION, THE QUALITY OF SERVICES, PROGRAM AND LOYALTY WITH CUSTOMER LOYALTY ON CUSTOMERS SHOP MUSLIM FASHION IN THE AREA OF MARGONDA RAYA DEPOK. A thesis, jakarta: course of study marketing of education, the department of economic and administrative, the faculty of economics, jakarta state university, june 2015. This study aims to show information and knowledge based on the data and the facts, valid, and reliable about how big the influence of customer satisfaction, quality of service, the customer loyalty and loyalty to the muslim fashion stores Margonda, Depok. This study was conducted for four months , since february 2015 may up to 2015 .Research methodology that is used is a method of surveying techniques with questionnaires and conducting interviews .The population in this research is the customer muslim fashion store in the area of margonda highway that a total of 200 women .The sample collection technique that is used is the way the sampling method of convenience. The results of normality test calculation using spss 18.0 said that all of the variable is normal , this is evidenced by the level of significance of 0,140 , the level of this significance & gt; 0.05 .Linearity test showed that the variable x1 (customer satisfaction) , x2 (quality of service) , and x3 ( program loyalty ) having linearity of 0,000 so three variable is said to be linear because the linearity memimiliki & it; 0.05. Linear regression equation is simple produced Ŷ = 8,197 + 0.791X1, Ŷ = 8,149 + 0.787X2, and Ŷ = 14,190 + 1,319X3.While the coefficients determined obtained from the calculation of variable customer satisfaction the contribution of 51 percent , the contribution by 43 percent of variable quality of service , and the contribution of loyalty program by 38.2 % variables .Test calculation based on the results of thitung ( 14,353 ) & gt; ttabel ( 1,972 ) so that the hypothesis of h1 accepted . thitung ( 12,214 ) & gt; ttabel ( 1,972 ) so that the hypothesis of h2 accepted . thitung ( 11,055 ) & gt; ttabel (1,972) h3 received so that the hypothesis .So in conclusion in partial significant relation exists between customer satisfaction , the quality of service , and loyalty with customer loyalty program .

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