Rinto Guspendi1, Rinto Guspendi1 and Irda, S.E.,M.A, Irda, S.E.,M.A and Dahliana Kamener, BS, MBA, Dahliana Kamener, BS, MBA (2015) PENGARUH KEPERCAYAAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PENGGUNA JASA KIRIMAN BARANG PADA PT.CITRA VAN TITIPAN KILAT PADANG. Diploma thesis, Universitas Bung Hatta.
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Abstract
PENGARUH KEPERCAYAAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PENGGUNA JASA KIRIMAN BARANG PADA PT.CITRA VAN TITIPAN KILAT PADANG Rinto Guspendi1, Irda2, Dahliana Kamener3 (1,2,3) Jurusan Manajemen, Fakultas Ekonomi, Universitas Bung Hatta E-mail : rintoguspendi90@gmail.com , Irda1987@yahoo.com , dahlianakamener@ymail.com ABSTRAK Penelitian ini menguji pengaruh kepercayaan dan kualitas pelayanan terhadap loyalitas pengguna jasa kiriman barang pada PT.Citra Van Titipan Kilat Padang. Responden penelitian ini adalah pengguna jasa kiriman barang pada PT.Citra Van Titipan Kilat Padang yang berjumlah sebanyak 100 responden. Teknik pengambilan sampel adalah metode purposive sampling. Data dikumpulkan melalui kuesioner yang diberikan langsung kepada responden. Metode yang digunakan adalah analisa regresi linier berganda. Hasil penelitian pengujian hipotesis menemukan bahwa kepercayaan dan kualitas pelayanan berpengaruh positif dan signifikan terhadap loyalitas Pengguna Jasa Kiriman Barang Pada PT.Citra Van Titipan Kilat Padang Kata Kunci: kepercayaan, kualitas pelayanan, loyalitas pelanggan EFFECT ON THE QUALITY OF TRUST AND LOYALTY TO SERVICE SHIPMENTS USERS OF VAN TITIPAN PT.CITRA KILAT PADANG Rinto Guspendi1, Irda2, Dahliana Kamener3 (1,2,3) Department of Management, Faculty of Economics, University of Bung Hatta E-mail: rintoguspendi90@gmail.com , Irda1987@yahoo.com , dahlianakamener@ymail.com ABSTRACT This study examines the effect of the trust and the loyalty of service quality to service shipments users in PT. Citra Van Courier Express Padang. Respondents of this study where the users of on the service user consignments at PT. Citra Van Courier Express Padang,which amounti was 100 respondents. The sampling technique was purposive sampling method. Data of were collected through questionnaires that given directly to respondents. The method this used multiple linear regression analysis. The Results of the hypothesis testing found that trust and service quality had significantly positive effect on customers services loyalty on PT. Citra Van shipments Courier Express Padang Keywords: trust, service quality, customer loyalty
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | iswandi ubh |
| Date Deposited: | 03 Dec 2024 02:36 |
| Last Modified: | 03 Dec 2024 02:36 |
| URI: | http://repo.bunghatta.ac.id/id/eprint/23679 |
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