PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN JASA BENGKEL PT MITRA PRIMA LESTARI, MEDAN

Sihotang, Eledon Eklon (2014) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN JASA BENGKEL PT MITRA PRIMA LESTARI, MEDAN. Undergraduate thesis, UNIMED.

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Abstract

Penelitian ini bertujuan untuk mengetahui dan dapat menjelaskan pengaruh kualitas pelayanan terhadap loyalitas pelanggan pada bengkel PT Mitra Prima Lestari Medan. Populasi dalam penelitian ini 720 ditentukan dari jumlah pengguna jasa bengkel dalam kurun waktu satu bulan, dan sampel yang digunakan berjumlah 88 orang pelanggan sedangkan teknik pengumpulan data menggunakan angket (kuesioner) yang pengukurannya menggunakan skala likert dan diolah secara statistic menggunakan analisis jalur dengan persamaan Y = PyX1+PyX2+PyX3+PyX4+PyX5+ԑ Nilai R2 sebesar 0,847 memiliki arti bahwa pengaruh dimensi kualitas pelayanan terhadap Loyalitas pelanggan secara bersamaan sebesar 84,7% dan sisanya dipengaruhi factor lain di luar penelitian. Untuk menguji hipotesis pengaruh variabel secara bersamaan digunakan uji F. Dari hasil perhitungan diperoleh hasil uji F sebesar 90,54 dengan tingkat signifikansi 0,05. Artinya Kualitas Pelayanan yang terdiri dari Tangibles, Reliability, Responsiveness, Assurance dan Emphaty berpengaruh secara simultan terhadap Loyalitas Pelanggan. Hipotesis ini diterima karena Fhitung> Ftabeldimana nilai Ftabel sendiri adalah 1,92. Hipotesis pengaruh dimensi kualitas pelayanan secara parsial terhadap Loyalitas Pelanggan diterima jika thitung> ttabel dengan tingkat signifikansi 0.05. Nilai ttabeldalam penelitian ini 1,663. Nilai thitung variabel X1 sebesar 2,879, thitung> ttabel, maka hipotesis diterimanilai thitung variabel X21,815 > ttabel, hipotesis diterima, nilai thitung variabel X31,921>ttabel, hipotesis diterima, nilai thitung X4 2,054>ttabel,hipotesis diterima, nilai thitung X5 15,02>ttabel, hipotesis diterima. Dari lima variabel dimensi kualitas pelayanan yang paling dominan mempengaruhi loyalitas ppelanggan adalah variabel Emphaty (X5), yaitu sebesar 76%.

Item Type: Thesis (Undergraduate)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorHidayat, Ahmad196503251991031005
Call Number: 658.834 3 Sih p
Keywords: Jasa; Kualitas Jasa; Pengukuran; Kualitas Layanan; Mutu Pelayanan; Loyalitas Pelanggan
Subjects: H Social Sciences > HB Economic Theory. Demography
H Social Sciences > HF Commerce > HF5001 Business > HF5410 Marketing. Distribution of products
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Mrs Farida Hanum
Date Deposited: 21 Aug 2016 08:21
URI: http://digilib.unimed.ac.id/id/eprint/14156

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