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PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN JNE DI SURABAYA

JATI, DANIEL WASKITO (2016) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN JNE DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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COVER.pdf

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BAB I.pdf

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Abstract

The purpose of this research to analyze the influence of the quality of services to customer satisfaction, analyze the quality of services to customer loyalty, analyze of customer satisfaction customer loyalty. Research methodology that we use is to associative and descriptive through household survey. Model and hypotheses tested with sample 104 respondents, where respondents in cut it into a large sample of a number of 74 and sample small a number of 30. Data analyzed using analysis linear regression simple. The result of data find that the quality of services have a positive influence a significant impact on customer satisfaction, the quality of services have a positive influence a significant impact on customer loyalty, customer satisfaction have a positive influence significant impact on customer loyalty. The research indicated that the quality of services played an important role to customer satisfaction and customer loyalty. Key words: quality of service, customer satisfaction, customer loyalty, regression analysis linear multiple.

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.3 - PERSONNEL MANAGEMENT
600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 21 Jul 2017 02:16
Last Modified: 21 Jul 2017 02:17
URI: http://eprints.perbanas.ac.id/id/eprint/2187

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