Riswanda, Riswanda (2020) Pengaruh Pengalaman, Kepuasan, Kepercayaan, dan Komitmen Pelanggan Terhadap Loyalitas Pelanggan Go-Jek di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
This study aims to examine the effect of Customer Experience, Customer Satisfaction, Customer Trust, and Customer Commitment to Go-jek’s Customer Loyalty in Surabaya. This research is a quantitative type with survey approach. The data source comes from a questionnaire distributed to 110 Go-Jek’s customer in Surabaya. Questionnaires was measured by a Likert scale within scale of 1-5. The data analysis technique used is Multiple Linear Regression with the SPSS program. The results showed that the Customer Experience regression coefficient has a tcount of 2.423 with significance level of 0.017 (p <0.05). In other words, Customer Experience has a significant effect on the Customer Loyalty variable. Customer Satisfaction has a tcount of 2.843 with significance level of 0.005 (p <0.05). In other words, Customer Satisfaction has a significant effect on Customer Loyalty variables. Trust has a tcount of 2.410 with significance level of 0.018 (p <0.05). In other words, trust has a significant effect on the Customer Loyalty variable. Customer Commitment has tcount of 3,411 with significant level of 0.001 (p <0.05) so that Customer Commitment has a significant effect on the Customer Loyalty variable.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | RISWANDA RISWANDA |
| Date Deposited: | 27 Jan 2021 06:14 |
| Last Modified: | 27 Jan 2021 06:14 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7440 |
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