SKRIPSI MBS

MEMBANGUN LOYALITAS PELANGGAN PADA PERUMDA AIR MINUM TIRTO NEGORO SRAGEN

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ABSTRACT

This research is motivated by the importance of the need for clean water for
the community to meet their daily needs. The role of a water provider is expected
to be able to fulfill water availability for the community. One of the water service
companies, namely Perumda Air Minum Tirto Negoro Sragen, is tasked with
providing clean water services and helping encourage economic development.
However, there are still complaints from customers and there is competition
between fellow water providers.
The purpose of this research is to determine the influence of service quality,
customer trust, and customer experience on customer loyalty. The place of this
research is at Perumda Air Minum Tirto Negoro Sragen. This research uses
quantitative methods using a sample of 100 respondents. The sampling technique
uses accidental sampling. Data analysis in this research uses multiple linear
regression with IBM SPSS version 23 software. The results of this research show
that the independent variables have a 51,2% influence on customer loyalty and the
other 48,8% is explained by other variables that are not in this research.
In addition, in this research it can be explained that the service quality
variable has a positive and significant effect on customer loyalty of Perumda Air
Minum Tirto Negoro Sragen, the customer trust variable has a positive and
significant effect on customer loyalty of Perumda Air Minum Tirto Negoro Sragen,
and the customer experience variable has a positive and significant effect.
significant impact on customer loyalty of Perumda Air Minum Tirto Negoro Sragen.
The results of this research can answer the hypothesis that was previously
formulated.
Keywords: Service Quality, Customer Trust, Customer Experience, Customer
Loyalty

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.3 ELE m 24

Penerbit

SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said., 2024

Deskripsi Fisik

21 cm, 146 Halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.3

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

-

Subjek

Manajemen Bisnis Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Elen Ninasari

Versi lain/terkait

Lampiran Berkas

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