PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS KONSUMEN TRANSJAKARTA (Survei pada Mahasiswa Universitas Negeri Jakarta)

ROSADI, IMRON (2019) PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS KONSUMEN TRANSJAKARTA (Survei pada Mahasiswa Universitas Negeri Jakarta). D3 thesis, Universitas Negeri Jakarta.

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Abstract

The Influence of Service Quality on Transjakarta Customer Loyalty (Survey on Students in State University of Jakarta). Imron Rosadi, 2019; Research Papers, Jakarta: Study Program, Diploma in Marketing Management. Department of Management. Faculty of Economics.State University of Jakarta. Supervisor: Dra. Umi Mardiyati, M.Si. The objectives of this research are as follows: 1) Identify the service quality of Transjakarta, 2) Identify the customer loyalty of Transjakarta. 3) The Effects of Service Quality on the loyalty of Transjakarta customers. 4) how much influence does the variable quality of service have on the loyalty of Transjakarta customers. The research method used in this study is Questionnaire Instrument. The sampling technique was random sampling technique with 220 respondents. The subjects of this study were the students at State University of Jakarta who had been using Transjakarta transportation at least three times a week. The data analysis methods that are used are descriptive statistics analysis and simple linear regression analysis. The author used SPSS program version 25 to process the data resource. The result of this research shows that the service quality has positive significant effect on the customer loyalty of Transjakarta to the students at State University of Jakarta, with a significant value of 0,000. And value of t-count higher than t-table (10,863>1,97086). Based on the value of the coefficient of determination or R2, customers loyalty of 35,1% was influenced by the service quality. the remaining 42.4% was influenced by other variables. Keywords: Service Quality, Customer Loyalty, Public Transport, Transjakarta

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