Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/9643
Title: Hubungan Kualitas Pelayanan Driver Grab Bike dengan Loyalitas Pelanggan Mahasiswa/i di Fakultas Psikologi Universitas Medan Area
Authors: Situmorang, Yonma S
metadata.dc.contributor.advisor: Siregar, Farida Hanum
Melita, Shirley
Keywords: kulaitas pelayanan;loyalitas pelanggan;service;loyality
Issue Date: 3-Aug-2018
Publisher: Universitas Medan Area
Abstract: This research user quantitative research method. Research was conducted at the faculty of psychology, Medan Area University. The population is 1021 people. The sample is 117 people. The technique of sample research is purposive sampling technique. The scale used is service quality and customer loyalty. It is arranged based on likert scale. Along with the discussion that exists in the theoretical basis, the hypothesis proposed in this research read : there is a significant positive relationship between services quality and customer`s loyalty, with assumption that the higher the service quality of Grab bike drivers,the higher also the customer loyalty conversely the lower the service quality of grab bike drivers, the lower the customer loyalty. The result of data analysis using product moment correlation technique it is know that there is a significant positive relationship between service quality and customer loyalty. The existence of relationship+ ( rxy= 0,838, p=0,000 < 0,050) Service quality > (empirical mean 69,18 > hypothetical mean 52,5). This ,the hypothesis is accepted. The determinant coefficient (r2) of the relationship is 0,701. This means that service quality has an effect of 70,1 % on customer loyalty, 29,9 % of other factors on customer loyalty, namely the price promo, reward points and perceived value.
Description: Penelitian bertujuan melihat hubungan antara kualitas pelayanan driver Grab bike dengan loyalitas pelanggan mahasiswa/i Universitas Medan Area. Penelitian menggunakan metode penelitian kuantitatif. Penelitian dilakukan di fakultas Psikologi Universitas Medan Area. Banyak populasi sebanyak 1021 orang. Sampel penelitian sebanyak 117 orang. Teknik pengambilan sampel teknik purposive sampling. Skala yang digunakan Kualitas pelayanan dan Loyalitas pelanggan. Disusun berdasarkan skala Likert. Sejalan dengan pembahasan yang ada dalam ladasan teori, maka hipotesis diajukan dalam penelitian ini berbunyi: ada hubungan positif yang signifikan antara kualitas pelayanan dengan loyalitas pelanggan, asumsi semakin tinggi kualitas pelayanan driver Grab bike maka semakin tinggi loyalitas pelanggan. Begitupun sebaliknya semakin rendah kualitas pelayanan driver Grab bike maka semakin rendah loyalitas pelanggan. Hasil analisis data menggunakan teknik korelasi product moment, diketahui bahwa terdapat hubungan positif yang signifikan antara kualitas pelayanan dengan loyalitas pelanggan. Adanya hubungan+ (rxy= 0.838; p= 0,000< 0,050). Kualitas pelayanan > (mean empirik 69,18> mean hipotetik 52,5). Dengan demikian hipotesis diterima. Koefisien determinan (r2) dari hubungan sebesar 0.701. Ini artinya kualitas pelayanan memberikan pengaruh sebesar 70,1% terhadap loyalitas pelanggan, 29,9% faktor lain terhadap loyalitas pelanggan yaitu promo harga, point reward dan nilai yang dirasakan.
URI: http://repository.uma.ac.id/handle/123456789/9643
Appears in Collections:SP - Psychology

Files in This Item:
File Description SizeFormat 
Yonma S Situmorang - Fulltext.pdfFulltext2.23 MBAdobe PDFView/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.