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Pengaruh Pengalaman, Kepuasan, Kepercayaan, dan Komitmen Pelanggan Terhadap Loyalitas Pelanggan Go-Jek di Surabaya

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 > 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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