Pengaruh Kualitas, Nilai dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada PT. Sarana Berkat Anugerah Transport

Abstract

Formulation of the problem in this research is the extent to which the influence of service quality, customer value and customer satisfaction on customer loyalty at PT. Thanks to Grace Transport Means. The purpose of this study is to identify and analyze the influence of service quality, customer value and customer satisfaction on customer loyalty in the PT. Thanks to Grace Transport Facility. The data used in this study is to use primary data and secondary data. This study population of 250 people of customers, so the study sample using the Slovin formula to 71 respondents. Data analysis methods used is descriptive quantitative by using multiple linear regression. The results are simultaneously service quality, customer value and customer satisfaction affects customer loyalty in the PT. Thanks to Grace Transport Facility. While partially the quality of customer and customer value influence on customer loyalty PT. Thanks to Grace Transport Facility, where service quality is the dominant variable.