Pengaruh Harga dan Kualitas Pelayanan terhadap Loyalitas Pengguna Jasa Travel Arnes Shuttle Bandung : Studi pada Mahasiswa Purwakarta yang Berkuliah di Bandung

Kumara, Mochamad Rifqinda Fathurahman (2018) Pengaruh Harga dan Kualitas Pelayanan terhadap Loyalitas Pengguna Jasa Travel Arnes Shuttle Bandung : Studi pada Mahasiswa Purwakarta yang Berkuliah di Bandung. Diploma thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

The background of this research was the existence of social phenomenon of society mobility increase followed by the rise of transportation service companies in Bandung. One of those companies was Arnes Shuttle Bandung that had several problems, such as the different number of passengers from Bandung to Purwakarta city and Sadang, the quality of service complained by consumers, which affected to the users’ loyalty. The purpose of this study was to determine how much influence of price and quality of service to the loyalty of service users either partially (one by one) or simultaneously (together). For the price, researcher used Djaslim Saladin’s theory. As for the quality of service, researcher used Kotler's theory of Tangibles, Reliability, Responsiveness, Assurance, and Emphaty. The research used descriptive method, with data collection technique through literature study and questionnaire. Sampling technique used Roscue theory that required 100 respondents. Data processing techniques was regression. By using the regression method it could be concluded that the price had a positive effect of 2,783. Quality of service had a positive effect of 6,606. Simultaneously price and quality of service to users’ loyalty of Arnes Shuttle Bandung had positive effect of 54,5%, which meant influence of price and service quality to users’ loyalty equalled to 54,5%, while the rest 45,5% was influenced by other variable which was not included in this study.

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