HERLINA, - (2014) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PD SUMBER CAHAYA ABADI PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
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Text (BAB I PENDAHULUAN)
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Text (BAB II TINJAUAN PUSTAKA)
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Text (BAB III KEADAAN UMUM PERUSAHAAN)
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Text (BAB IV PEMBAHASAN)
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Text (BAB V KESIMPULAN DAN SARAN)
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Text (DAFTAR PUSTAKA)
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Text (LAMPIRAN)
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Abstract
This study has done in PD Sumber Cahaya Abadi Palembang. The pupose of this study to analyze the influence of the service quality to customer loyalty in PD Sumber Cahaya Abadi Pelembang. The variables of this study consisted of service quality included Tangible, Responsiveness, Reliability, Emphaty, Assurance as the independent vareable, and customer loyalty as dependent variable. The samples of this study were customers who used the products of PD Sumber Cahaya Abadi Palembang. The writer used accidental sampling to determine the samples of this study. In this study, data was analyzed by using SPSS version 11.5. The result of the T test showed that reliability and emphaty dimension influence the customer loyalty significantly, while tangibles, responsiveness, and assurance were not influence the customer loyalty significantly. The service quality dimension that was the most dominant to customer loyalty was reliability dimension. Keywords: Service quality and customer loyalty
| Item Type: | Thesis (Other) |
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| Uncontrolled Keywords: | Service quality and customer loyalty |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mrs Trisni Handayani |
| Date Deposited: | 21 Jan 2016 03:14 |
| Last Modified: | 21 Jan 2016 03:14 |
| URI: | http://eprints.polsri.ac.id/id/eprint/668 |
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