HERA NURMOKO, ADITYA (2015) ANALISIS PENGARUH KEPUASAN PELANGGAN, CITRA PERUSAHAN DAN KEPERCAYAN PELANGGAN TERHADAP LOYALITAS PELANGGAN BUS PATAS EFISIENSI DI PROVINSI DAERAH ISTIMEWA YOGYAKARTA (Survey Pelanggan Jurusan Yogyakarta – Cilacap & Purwokerto). Masters thesis, UPN VeteranYogyakarta.
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Abstract
The study in this research is on effect analysis of customer’s satisfaction, company’s image and customer’s trust to customer’s loyalty in the special province of yogyakarta. The issues in this research are: (1) How do customer’s satisfaction, company’s image and customer’s trust effect simultanously to bus Efisiensi’s customer’s loyalty, (2) How do customer’s satisfaction, company’s image and customer’s trust effect partially to bus Efisiensi’s customer’s loyalty. In this research, it used multiple regression and simple regression analysis. customer’s satisfaction, company’s image and customer’s trust are as independen variables, customer’s loyalty is dependen variable. The number of samples are 100 responden with purposive sampling technique and questionnaires to obtain datas. The results of this research finds customer’s satisfaction, company’s image and customer’s trust effect positively simultanously to bus Efisiensi’s customer’s loyalty; and customer’s satisfaction, company’s image and customer’s trust effect positively partially to Bus Efisiensi’s customer’s loyalty in the special province of Yogyakarta. Keywords: Effect, Customer’s Satisfaction, Company’s image, Customer’s trust, Customer’s loyalty
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Sri Lestari |
| Date Deposited: | 02 May 2016 05:48 |
| Last Modified: | 02 May 2016 05:48 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/103 |
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