PENGARUH NILAI PELANGGAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA PT. INDAH KIAT, TBK PULP & PAPER SERANG MILL
| Main Author: | FIRDAUS, AHMAD |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | ind |
| Terbitan: |
, 2014
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| Subjects: | |
| Online Access: |
https://eprints.untirta.ac.id/11946/1/PENGARUH%20NILAI%20PELANGGAN%20DAN%20KEPUASAN%20PELANGGAN%20TERHADAP%20LOYALITAS%20PELANGGAN%20PADA%20PT.%20INDAH%20KIAT%2C%20TBK%20PULP%20%26%20PAPER%20SERANG~2.pdf https://eprints.untirta.ac.id/11946/ https://feb.untirta.ac.id/ |
Daftar Isi:
- The Influence Of Customer Value And Customer Satisfaction Of Customer Loyalty At PT. Indah Kiat, Tbk is the title of the paper Ahmad Firdaus (5551102939), student of Sultan Ageng Tirtayasa University Faculty of Economics Department of Management (Marketing Management) under the guidance of Mrs. Hj Darlaini Nasution, SE., MM and Mrs. Vera Maria, SE., M.Si. The purpose of this research is to know the effect of customer value to customer loyalty, to know the effect of customer satisfaction on customer loyalty and to know the effect of customer value and customer satisfaction on customer loyalty at PT. Indah Kiat, Tbk Pulp & Paper Serang Mill. The method used is descriptive method. The sample used 58 respondents who use Simple Random Sampling and methods of data analysis using product moment correlation and multiple regression. And partial hypothesis testing used comparisons of tcount and ttable and for simultaneous hypothesis used comparison Fcount and Ftables. While to know the level influence between variables X1, X2 and Y variables are calculated using the coefficient of determination. From the results of the discussion and statistical calculations obtained value of R = 0,677 with this show is the relationship between variables X1 (customer value) and X2 variables (customer satisfaction) to variable Y (customer loyalty). While the coefficient of determination (R 2 ) of 0,439 means that the influence of customer value and customer satisfaction on customer loyalty is 43,9% and the balance of 56,1% influenced by other factors outside the study. From the test results obtained by the Fcount > Ftables (23,270 > 3,16) then H0 rejected and Ha accepted, meaning that there is significant influence between customer value and customer satisfaction on customer loyalty at PT. Indah Kiat, Tbk Pulp & Paper Serang Mill and obtained multiple regression equation Ŷ = 7,301 + 0,630 X1 0,193 X