Pengaruh customer bonding, promosi dan kualitas pelayanan terhadap loyalitas pelanggan Jasa Angkutan Budi Mulia Surabaya

Yaqin, Nurul (2022) Pengaruh customer bonding, promosi dan kualitas pelayanan terhadap loyalitas pelanggan Jasa Angkutan Budi Mulia Surabaya. Bachelor (S1) thesis, Wijaya Kusuma Surabaya University.

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Abstract

ABSTRAK Judul Pengaruh Customber Bonding, Promosi dan kualitas pelayanan terhadap loyalitas pelanggan Jasa Angkutan Budi Mulia Surabaya Rumusan masalah pada penelitian ini yaitu Apakah customer bonding, promosi dan kualitas pelayanan berpengaruh signifikan terhadap loyalitas pelanggan jasa angkutan Budi Mulia Surabaya. Populasi dalam penelitian ini adalah semua pelanggan jasa angkutan Budi Mulia yaitu sebanyak 81 Pelanggan. dengan menggunakan teknik purposive sampling Maka sampel pada penelitian ini adalah Pelanggan yang sudah menggunakan jasa angkutan Budi Mulia lebih dari 2x. Dari kriteria di atas, terpilih sampel sebanyak 57 Pelanggan. Teknik analisis yang digunakan dalam penelitian ini adalah teknik analisis regresi linier berganda Berdasarkan hasil analisis dan perhitungan SPSS dapat disimpulkan bahwa Variabel Customer Bonding berpengaruh signifikan terhadap loyalitas pelanggan jasa angkutan Budi Mulia Surabaya. Itu artinya bahwa Hipotesis 1 pada penelitian ini diterima, Variabel Promosi berpengaruh signifikan terhadap loyalitas pelanggan jasa angkutan Budi Mulia Surabaya. Itu artinya bahwa Hipotesis 2 pada penelitian ini diterima dan Variabel Kualitas pelayanan berpengaruh signifikan terhadap loyalitas pelanggan jasa angkutan Budi Mulia Surabaya Itu artinya bahwa Hipotesis 3 pada penelitian ini diterima ABSTRACT Title Influence of Customber Bonding, Promotion and Quality of Service on Customer Loyalty of Budi Mulia Transportation Services Surabaya The formulation of the problem in this study is whether customer bonding, promotion and service quality have a significant effect on customer loyalty for Budi Mulia Surabaya transportation services. The population in this study were all customers of Budi Mulia's transportation services, as many as 81 customers. by using purposive sampling technique So the sample in this study are customers who have used Budi Mulia transportation services more than 2x. From the above criteria, a sample of 57 customers was selected. The method used is multiple linear regression analysis. Based on the results of the analysis and discussion, it can be concluded that the Customer Bonding variable has a significant effect on customer loyalty for Budi Mulia Surabaya transportation services. That means that Hypothesis 1 in this study is accepted, the Promotion variable has a significant effect on customer loyalty for Budi Mulia Surabaya transportation services. It means that Hypothesis 2 in this study is accepted and the service quality variable has a significant effect on customer loyalty for Budi Mulia Surabaya transportation services. It means that Hypothesis 3 in this study is accepted.

Item Type:	Thesis (Bachelor (S1))
Uncontrolled Keywords:	Kata kunci: customer bonding, promosi, kualitas pelayanan dan loyalitas pelanggan Keywords: customer bonding, promotion, service quality and customer loyalty
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	42 Nurul yaqin UWKS
Date Deposited:	04 Apr 2022 01:50
Last Modified:	04 Apr 2022 01:50
URI:	http://erepository.uwks.ac.id/id/eprint/11283

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