Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/21978
Title: Pengaruh Service Recovery Terhadap Loyalitas Konsumen Gas Elpigi 3 Kg Studi Kasus Pada PT. Raza Naza Perintis
Other Titles: The Effect of Service Recovery on Consumer Loyalty of 3 Kg LPG Gas Case Study at PT. Raza Naza Pioneer
Authors: Lubis, Nurul Al Hidayah
metadata.dc.contributor.advisor: Amelia, Wan Rizca
Keywords: Service Recovery;Consumer Loyalty;Loyalitas Konsumen
Issue Date: 6-Sep-2023
Publisher: Universitas Medan Area
Series/Report no.: NPM;178320212
Abstract: Penelitian ini bertujuan untuk mengetahui apakah service recovery (Procedural justice, Interactional Justice dan Distributive Justice) mempunyai pengaruh terhadap terhadap loyalitas konsumen. Populasi yang digunakan dalam penelitian ini yakni seluruh anggota agen penerima dan penjualan gas kepada masyarakat. Penelitian ini menggunakan sebanyak 45 responden, dengan menggunakan rumus slovin sebagai teknik pengambilan sampelnya. Pengujian hipotesis dalam penelitian ini menggunakan analisis statistik yang terdiri dari uji validitas, uji reliabilitas, uji asumsi klasik, regresi linier berganda, uji F, uji t dan koefisien determinasi (R2) dengan menggunakan software SPSS 22.0 (Statistic Product and Service Solution). Data penelitian bersumber dari data primer dan diambil dengan cara menyebar kuesioner. Hasil penelitian menunjukan bahwa terdapat hubungan antara variabel independen yaitu Procedural justice, Interactional Justice dan Distributive Justice . Variabel procedural jusrice diperoleh nilai t adalah thitung > ttabel (4,580 >1,679) dengan tingkat signifikasi 0,002 < 0,1, Variabel Interactional Justice diperoleh Nilai nilai t adalah thitung > ttabel (3,592> 1,679) dengan tingkat signifikansi 0,001< 0,1dan untuk variabel distributive justice diperoleh nilai adalah thitung > ttabel (5,158 >1,660) dengan tingkat signifikasi 0,000 < 0,1 sehingga dapat disimpulkan Procedural justice, Interactional Justice dan Distributive Justice mempunyai pengaruh yang positif terhadap terhadap Loyalitas konsumen pada PT. Raza Naza Perintis. Dan uji F diperoleh dengan nilai fhitung > ftabel (16,037 > 2,81) yang berarti secara bersama sama Procedural justice, Interactional Justice dan Distributive Justice berpengaruh positif dan signifikan terhadap loyalitas konsumen. This study aims to determine whether service recovery (Procedural justice, Interactional Justice and Distributive Justice) has an influence on consumer loyalty. The population used in this study are all members of the gas receiving and selling agents to the public. This study used 45 respondents, using the slovin formula as the sampling technique. Hypothesis testing in this study used statistical analysis consisting of validity test, reliability test, classic assumption test, multiple linear regression, F test, t test and coefficient of determination (R2) using SPSS 22.0 software (Statistics Product and Service Solution). The research data is sourced from primary data and taken by distributing questionnaires. The results of the study show that there is a relationship between the independent variables, namely procedural justice, interactional justice and distributive justice. The procedural jusrice variable obtained t value is tcount > ttable (4.580 > 1.679) with a significance level of 0.002 <0.1, Interactional Justice variable obtained t value is tcount > ttable (3.592 > 1.679) with a significance level of 0.001 <0.1 and for variables The value obtained for distributive justice is tcount > ttable (5.158 > 1.660) with a significance level of 0.000 <0.1 so it can be concluded that Procedural justice, Interactional Justice and Distributive Justice have a positive influence on consumer loyalty at PT. Raza Naza Perintis. And the F test is obtained with a value of fcount > ftable (16.037 > 2.81) which means that together Procedural justice, Interactional Justice and Distributive Justice have a positive and significant effect on consumer loyalty.
Description: 82 Halaman
URI: https://repositori.uma.ac.id/handle/123456789/21978
Appears in Collections:SP - Management

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