Pengaruh Kepuasan Terhadap Loyalitas Pelanggan Pada Jasa PT. Gita Rifa Express (studi Kasus Pengiriman Barang Daerah Batusangkar)

Oktaviani, Gita (2019) Pengaruh Kepuasan Terhadap Loyalitas Pelanggan Pada Jasa PT. Gita Rifa Express (studi Kasus Pengiriman Barang Daerah Batusangkar). Other thesis, Universitas Islam Riau.

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Abstract

Customer loyalty can provide and maintain company quality in conducting transactions and interactions with all consumers. as is loyalty from a consumer then the company can provide good output and positive views from potential customers, and customers who remain to maintain company name. Customer loyalty is never free consumer satisfaction in carrying out activities and requests for an activity service or product. This study has the aim to find out and analyze whether satisfaction consumers significantly influence customer loyalty in PT. Gita Rifa Express. This type of research is quantitative research with two variables. That is satisfaction variable as variable X and customer loyalty as variable Y. technique sampling in this study using purposive sampling consisting from all customers at PT. Gita Rifa Express numbered 100 people. Analysis technique The data in this study used the Determination Coefficient Test (R2), and the F Test (Simultaneous). The results in this study indicate that the effect of consumer satisfaction is very strong with the proven coefficient of determination (R2) results that is equal to 96.8% influence customer loyalty at PT. Gita Rifa Express. And the results of this study show that there is a significant influence using the F Test (simultaneous) with a proven F count greater than F table (3015,532> 3.94) with a value significance is less than 0.05 i.e. 0,000. So it can be concluded that satisfaction consumers significantly influence customer loyalty at PT. Gita Rifa Express.

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