Pengaruh Kepuasan dan Kepercayaan Pelanggan terhadap Loyalitas Pelanggan pada Pusat Kebugaran di Batam

Fardiman, Hianwi (2019) Pengaruh Kepuasan dan Kepercayaan Pelanggan terhadap Loyalitas Pelanggan pada Pusat Kebugaran di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh dari variabel kepercayaan pelanggan dan kepuasan pelanggan dalam menjelaskan variabel dependen loyalitas pelanggan pada beberapa pusat kebugaran di Batam. Penelitian ini dilakukan dengan metode survei melalui penyebaran kuesioner kepada 200 responden namun hanya 188 kuesioner yang kembali dan dapat dilakukan pengujian data regresi dengan program SPSS. Dari hasil pengolahan data dengan SPSS diketahui bahwa terdapat hubungan antara semua variabel yang diteliti. Hasil penelitian ini menunjukkan adanya hubungan yang signifikan antara variabel kepercayaan pelanggan dan kepuasan pelanggan terhadap loyalitas pelanggan pada beberapa pusat kebugaran, sehingga hasil penelitian ini diharapkan bisa menjadi referansi bila manajemen pusat kebugaran tersebut ingin mempelajari dan meningkatkan loyalitas pelanggannya. ********************************************************************** This study aims to determine the effect of variable customer trust and customer satisfaction in explaining the dependent variable of customer loyalty at several fitness centers in Batam. This research was conducted by survey method through distributing questionnaires to 200 respondents, but only 188 questionnaires were returned and testing of regression data could be carried out with the SPSS program. From the results of data processing with SPSS it is known that there is a relationship between all the variables studied. The results of this study indicate a significant relationship between the variables of customer trust and customer satisfaction on customer loyalty in several fitness centers, so the results of this study are expected to be a reference if the fitness center management wants to learn and increase customer loyalty.

Item Type: Thesis (Undergraduate)
Additional Information: Similarity: 21
Uncontrolled Keywords: customer trust, customer satisfaction, customer loyalty, fitness center and Batam.
Subjects: H Social Sciences > HF Commerce > Business > Marketing. Distribution of products
Divisions: School of Economic and Business > Accounting
SWORD Depositor: Admin Repository Universitas Internasional Batam
Depositing User: Admin Repository Universitas Internasional Batam
Date Deposited: 19 Oct 2019 03:06
Last Modified: 19 Oct 2019 03:06
URI: http://repository.uib.ac.id/id/eprint/1642

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