FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN PADA BENGKEL MOTOR CONDONG KOAR-KOAR DI GEDANGAN SIDOARJO
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Institusion
Universitas Pembangunan Nasional Veteran Jawa Timur
Author
MAULANA , MUHAMMAD RUDINI
Subject
HF5001 Business. Business Administration
Datestamp
2014-11-13 05:24:56
Abstract :
Role motorcycle repair and modification of the engine known as servicing and modification services to its motors. Each workshop and modifications provide distinct advantages in the services offered as well as support facilities in order to become loyal customers. Customer loyalty has a role in a company, keeping customers means increasing performance and financial viability of the company. This is the main reason for a company to attract and retain customers. This study aims to determine the effect of customer satisfaction, service quality, image and obstacles to move simultaneously and partially on customer loyalty. The population in this study are customers or users who use the services of a workshop in January 2014. Sampling taken using purposive sampling technique. The analysis technique used is multiple linear regression analysis techniques. The results prove that simultaneous analysis of customer satisfaction, service quality, image and obstacles to move a significant effect on loyalty as the dependent variable. It can be seen from the comparison of the F value is greater than the F . Partially independent variable variable among customer satisfaction, service quality, and barriers to switching partial effect on customer loyalty proven true. It is evident that from the variable t table greater satisfaction than t table , variable quality of service is greater than the gain of t table count, Variable barriers to switching gain of t greater than t . For variable partial image does not affect the loyalty it can be seen that to obtain the image of the variable of t smaller than t table . table Keywords: Customer satisfaction, service quality, image, Barriers to Switching and Customer Loyalty
Role motorcycle repair and modification of the engine known as servicing and modification services to its motors. Each workshop and modifications provide distinct advantages in the services offered as well as support facilities in order to become loyal customers. Customer loyalty has a role in a company, keeping customers means increasing performance and financial viability of the company. This is the main reason for a company to attract and retain customers. This study aims to determine the effect of customer satisfaction, service quality, image and obstacles to move simultaneously and partially on customer loyalty. The population in this study are customers or users who use the services of a workshop in January 2014. Sampling taken using purposive sampling technique. The analysis technique used is multiple linear regression analysis techniques. The results prove that simultaneous analysis of customer satisfaction, service quality, image and obstacles to move a significant effect on loyalty as the dependent variable. It can be seen from the comparison of the F value is greater than the F . Partially independent variable variable among customer satisfaction, service quality, and barriers to switching partial effect on customer loyalty proven true. It is evident that from the variable t table greater satisfaction than t table , variable quality of service is greater than the gain of t table count, Variable barriers to switching gain of t greater than t . For variable partial image does not affect the loyalty it can be seen that to obtain the image of the variable of t smaller than t table . table Keywords: Customer satisfaction, service quality, image, Barriers to Switching and Customer Loyalty
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