CD Tesis

Pengaruh Kualitas Pelayanan, Kepercayaan Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Pt. Indah Logistik Cabang Pekanbaru

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The progress of the global economy today drives the growth of businesses or businesses in the service sector. Many business opportunities arise from this sector. This study aims to determine the effect of service quality, trust in customer satisfaction and loyalty PT. Indah Logistics Pekanbaru Branch. The population used in this study is all consumers who use PT. Indah Logistics Pekanbaru Branch. The sample in this study used a probability sample, that is permanent customers in 2018 as many as 104 people.
The method used in this reseacrch using is quantitative with causal and descriptive research designs. And testing the hypothesis in this study using the analysis of Structural Equation Modeling (SEM). Data collection techniques were carried out by interview and questionnaire.
Results of this study indicate that the coefficient of determination obtained a value of 0.574. This means that 57.4% of customer satisfaction variables are influenced by service quality and trust. While the loyalty variable obtained a value of 0.759. This means that 75.9% customer loyalty is influenced by service quality, trust and satisfaction. While the test results partially show the relationship of H1, H2, H3, H4, and H5 have a positive and significant effect.

Keywords : Service Quality, Trust, Satisfaction and Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 219 (0082)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2019

Deskripsi Fisik

xiii, 114 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 219 (0082)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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