PENGARUH DIMENSI KUALITAS JASA TERHADAP LOYALITAS KONSUMEN PADA BENGKEL IMM TOYOTA MOJOKERTO

YUNI SAFITRI, YUNI SAFITRI (2019) PENGARUH DIMENSI KUALITAS JASA TERHADAP LOYALITAS KONSUMEN PADA BENGKEL IMM TOYOTA MOJOKERTO. Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

ABSTRACT Safitri Yuni, 2018, Effect of Service Quality Dimensions on Consumer Loyalty in Toyota Mojokerto IMM Workshop. Thesis / final project, Marketing Management Study Program, Faculty of Economics, Majapahit Islamic University (UNIM). Advisor I : Eny Setyariningsih.SE.,MM Advisor II : Rahayu,.SE.,M.Si Customer satisfaction is the main aspect in the gradual duplication of the business and winning the competition, if someone feels happy and satisfied, then in the consumer it is a very important phenomenon in marketing activities, consumer loyalty is a consumer behavior that is based on meeting consumer expectations and create a level of loyalty. The study entitled The Effect of Service Quality Dimensions on Consumer Loyalty in the Toyota Mojokerto IMM Workshop aims to obtain data and determine the positive effect of physical evidence, reliability, power, jminan, empathy, on consumer loyalty in the Toyota IMM IMM workshop. The sampling technique is the model used is the method of interview and questionnaire using a Likert scale and the method of determining the sample is 100 respondents. Criteria for Respondents, namely consumers who have arrived at IMM Toyota Mojokerto numbered 10920 consumers. The results of this study indicate that the dimensions of service quality together have a positive influence, where the regression equation is as follows: Y = 2.554+ 0.257 X1 + 0.321X2 +0.197 X3 +0.2020 X4 +0.302 X5 Whereas the variables of consumer loyalty (Y), physical evidence (X1), reliability (X2), responsiveness (X3), collateral (X4), and empathy (X5) hypothesis testing using t test shows that the five independent variables studied proved to be significantly influential partially to the dependent variable of consumer loyalty. Keywords: Dimensions of Service Quality, Consumer Loyalty

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