PENGARUH KUALITAS JASA TERHADAP LOYALITAS PELANGGAN StudiKasusPadaWarnet “Ocean Game Net” Kota Bandung

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PENGARUH KUALITAS JASA TERHADAP LOYALITAS PELANGGAN StudiKasusPadaWarnet “Ocean Game Net” Kota Bandung

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Title: PENGARUH KUALITAS JASA TERHADAP LOYALITAS PELANGGAN StudiKasusPadaWarnet “Ocean Game Net” Kota Bandung
Author: Perdana, Alfie Yudha
Abstract: The purpose of the research by the author was to determine the factors affecting service quality and its influence towards customer loyalty, and also to determine how much the level of customer loyalty. To measure and analyze the effect of independent variables on the dependent variable in the above, the authors distributed questionnaires to 60 respondents to the customers who are already using the services of Ocean Game Net Cafe Bandung earlier , then the results of the respondent are analyzed using the statistical method of regression analysis, Pearson correlation coefficient analysis and t test. From the analysis of the questionnaire, it can be seen the factors that influence service quality to customer satisfaction figuring Ocean Game Net is a Assurance, Competence, Responsiveness, Credibility, Communication, Ease of Access and Care. Based on statistical tests, it is concluded that there is a significant influence on the quality of services on consumer loyalty. From the test results shown the correlation coefficient of its value in the range 0.250 - 1 shows that the factors of service quality are strong enough influence on customer loyalty and positive unidirectional relationship. Obtained Regression analysis formula: Y = 26.704 + 0.089 X1 + 1.183 X2 + 0.034 X3 + 0.029 X4 + 0.209 X5 + 0.295 X6 + 0.696 X7 + e. From above formula, it is indicated that all the factors of service quality has a direct positive relationship with customer loyalty. Based on a statistical analysis the result obtained of determination coefficient are 0.299 or meaning 29.9%, meaning that 29.9% of the factors that influence customer loyalty of Ocean Net Game Café Bandung is the quality of services and rest-factor influenced by other minor factors. For t test the results obtained are tcount = 6,189 > ttable = 2.01 then H0 is rejected and H1 is accepted , meaning that service quality has a positive effect on customer loyalty Ocean Net cafe Bandung.
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/3112
Date: 2014


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