PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN TIKI (TITIPAN KILAT) CABANG PADANG

Firma Tri Yulianda and Aminar Sutra Dewi

No h8x52, OSF Preprints from Center for Open Science

Abstract: Still low customer rating will be the quality of service company TIKI (express flash) is very loyal to the services provided by the company to its customers. This study purposes to test the effect of the the quality of service (reliability, responsiveness, assurance, emphaty), and corporate image variables to customer loyalty variables at TIKI branch of Padang. Methods of data collection were done through questionnaire distribution with a sample of 96 respondents. This type of research is descriptive quantitative research. The data analysis technique used is multiple linear regression. Based on the results of data processing, it can be seen that tangibles have positive and significant influence with customer loyalty, reliability has negative and insignificant effect with customer loyalty, responsiveness has negative and insignificant effect with customer loyalty, assurance has negative and insignificant effect with customer loyalty, emphaty has positive and insignificant effect with customer loyalty, image companies have a positive and significant impact with customer loyalty.

Date: 2019-01-10
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:h8x52

DOI: 10.31219/osf.io/h8x52

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