PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PADA JASA SERVIS SEPEDA MOTOR (Studi Pada Honda Kartika Sari Motor Malang)
| Main Author: | Hamdani, Afiq Faris |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/56072/3/BAB%20I.pdf http://eprints.umm.ac.id/56072/4/BAB%20II.pdf http://eprints.umm.ac.id/56072/5/BAB%20III.pdf http://eprints.umm.ac.id/56072/6/BAB%20IV.pdf http://eprints.umm.ac.id/56072/7/BAB%20V.pdf http://eprints.umm.ac.id/56072/8/LAMPIRAN.pdf http://eprints.umm.ac.id/56072/41/PENDAHULUAN%20.pdf http://eprints.umm.ac.id/56072/ |
Daftar Isi:
- ABSTACT This study aims to determine the effect of service quality on customer loyalty in motorcycle service in Honda Kartika Sari Motor Malang. This type of research is quantitative research. The sample in this study were 100 respondents. Nonprobability sampling sampling technique. With the sampling method using accidental sampling Techniques of collecting data with questionnaires, data analysis tools used are classical assumptions. The data analysis technique used is simple linear regression analysis. Based on the results of data analysis, 5 dimensions of service quality: tangible, reliability, responsiveness, assurance, and empathy significantly influence customer loyalty. Hypothesis testing using t test shows that there is a significant positive influence between service quality variables on customer loyalty.