TA DIGITAL
Pengaruh kepercayaan dan kualitas jasa terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan pada PT. Arpeni Pratama Ocean Line Tbk. cabang Semarang
PT. Arpeni Pratama Ocean Line Tbk is a public company founded in Jakarta on October 4, 1975 which is engaged in transportation, opened a branch office in Semarang in 2004. To achieve the mission of the company is becoming the leading shipping company in Indonesia, the company needs to pay attention on customer loyalty. However, in the year 2010-2014 the number of customers decreased.
The purpose of this study is to know about: 1) the contribution of trust and quality of services to satisfaction directly, 2) the contribution of trust, service quality and customer satisfaction to customer loyalty both directly and indirectly.
The methods of data collection used in this research are observation, literature review and questionnaires. The questionnaires use a semantic differential with 10 point scale and method of collecting sample used is simple random sampling for 30 samples. The analysis tools used are test of validity, reliability test, F test, T test, the coefficient determination and path analysis.
From the data, has obtained the equation coefficient calculation line as follows: Y =0,424 X1 + 0,232 X2 + 0,735 ɛ1 Based on the equation, it can be seen that trust contributes greatly to customer satisfaction and 73,5% is the contribution of other factors. The second path coefficient equation: Z =0,370X1+0,334X2 +0,315Y+ 0,441 ɛ2 Based on the second equation, it can be seen that trust gives a great contribution to customer loyalty and 44,1% is the contribution of other factors.
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