ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN DALAM MENINGKATKAN LOYALITAS PENGGUNA JASA TRAVEL BEJEU (Studi pada Travel Bejeu Semarang)

ALAM, Danti Nurul and SUGIARTO, Yohanes (2012) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN DALAM MENINGKATKAN LOYALITAS PENGGUNA JASA TRAVEL BEJEU (Studi pada Travel Bejeu Semarang). Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

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Abstract

The research is motivated by the declining number of passengers in Bejeu Travel during 2011. The declining number of passengers indicates that the customer loyalty to the service of Bejeu Travel is waning. By looking at the existing problem, this study is aimed to analyze how to improve customer loyalty that is supported by an increasing of service quality, price, amenities, and customer satisfaction. The population in this study are those who have used the services from Travel Bejeu. Samples are taken from 96 people. The methods of data analysis that used in this study is Multiple Regression, which previously tested the validity, reliability and classical assumptions. The result showed that service quality has positive and significant impact on costumer; price has negative and significant impact on costumer; facility has positive and significant impact on customer satisfaction; and customer satisfaction has a positive and significant influence on customer loyalty in Bejeu Travel.

Item Type:Thesis (Undergraduate)
Additional Information:Service quality, price, customer satisfaction, loyalty.
Uncontrolled Keywords:Service quality, price, customer satisfaction, loyalty.
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:35678
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:27 Jun 2012 15:24
Last Modified:27 Jun 2012 15:24

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