LOYALITAS PELANGGAN PELABUHAN MERAK

SOHWA RIZKIA RIZAL, . (2021) LOYALITAS PELANGGAN PELABUHAN MERAK. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan dari penelitian ini adalah untuk mengetahui pengaruh variabel service quality, trust dan customer satisfaction secara langsung terhadap customer loyalty. Serta pengaruh tidak langsung antara service quality dan customer satisfaction terhadap customer loyalty melalui variabel trust sebagai mediator. Penelitian menggunakan pendekatan kuantitatif dan metode pengumpulan data menggunakan metode survei dengan instrumen berupa kuesioner. Objek penelitian adalah 200 pelanggan Pelabuhan Merak, yang pernah mengunjungi Pelabuhan Merak minimal dua kali dalam satu tahun terakhir dan pernah mengunjungi Pelabuhan Merak sebelum dan sesudah tahun 2019. Teknik analisis data menggunakan SPSS versi 22 LISREL 8.8 untuk mengolah dan menganalisis data hasil penelitian. Hasil uji hipotesis menunjukkan bahwa: (1) service quality berpengaruh positif dan signifikan terhadap customer trust (2) service quality tidak berpengaruh signifikan terhadap customer loyalty (3) customer satisfaction berpengaruh positif dan signifikan terhadap customer trust (4) customer satisfaction berpengaruh positif dan signifikan terhadap customer trust (5) customer trust tidak berpengaruh signifikan terhadap customer loyalty (6) service quality tidak berpengaruh signifikan terhadap customer loyalty dimediasi customer trust (7) customer satisfaction tidak berpengaruh signifikan terhadap customer loyalty dimediasi oleh customer trust. The purpose of this study was to determine the direct effect of service quality, trust and customer satisfaction variables on customer loyalty. As well as the indirect effect between service quality and customer satisfaction on customer loyalty by trust as a mediator variable. The research uses a quantitative approach and the data collection method uses a survey method with an instrument in the form of a questionnaire. The object of research is 200 Merak Port customers, who have visited Merak Port at least twice in the past year and have visited Merak Port before and after 2019. The data analysis technique uses SPSS version 22 LISREL 8.8 to process and analyze research data. The results of the hypothesis test show that: (1) service quality has a positive and significant effect on customer trust (2) service quality has no significant effect on customer loyalty (3) customer satisfaction has a positive and significant effect on customer trust (4) customer satisfaction has a positive and significant effect on customer trust (5) customer trust has no significant effect on customer loyalty (6) service quality has no significant effect on customer loyalty mediated by customer trust (7) customer satisfaction has no significant effect on customer loyalty mediated by customer trust.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Agung Kresnamurti Rivai P.,ST, M.M. ; 2). Rahmi, S.E., M.S.M
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 12315 not found.
Date Deposited:	03 Sep 2021 14:18
Last Modified:	03 Sep 2021 14:18
URI:	http://repository.unj.ac.id/id/eprint/19012

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