The influence of service quality towards customer loyalty at PT. Bersama Rezeki Makmur

Jonatan, Jasper (2020) The influence of service quality towards customer loyalty at PT. Bersama Rezeki Makmur. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

PT Bersama Rezeki Makmur is a company that specialized in property industry. Established on the year 2010, the company keep growing and until today has built more than 1.500 houses. However the market competition between competitors has been rising and customers are getting smarter in making purchase decision. The company believes that a good service quality will directly influence on their loyalty which will result in higher sales. The purpose of this research is to reveal and analyse the influence of service quality towards customer loyalty at PT Bersama Rezeki Makmur. The research is done with quantitative approach. The population and sample in this research are the customers of PT Bersama Rezeki Makmur. The analysis methods used are validity test, reliability test, normality test, linearity test, linear regression test, correlation test, determination test and hypothesis testing with z-test./ PT Bersama Rezeki Makmur adalah suatu perusahaan property yang didirikan di tahun 2010. Perusahaan ini terus berkembang dan sudah membangun lebuh dari 1.500 unit rumah sampai saat ini. Namun persaingan di pasar property semakin meningkat dan konsumen sudah semakin cerdas dalam membeli produk. Perusahaan ini percaya bahwa kualitas pelayanan akan berdampak langsung pada loyalitas pelanggan yang akan meningkatkan ppenjualan perusahaan tersebut.Tujuan dari penelitian ini untuk mencari tahu dan menganalisa dampak dari kualitas pelayanan terhadap loyalitas pelanggan di PT Bersama Rezeki Makmur. Penelitian ini dilakukan dengan metode kuantitatif. Populasi dan sampel dari penelitian ini adalah konsumen dari PT Bersama Rezeki Makmur. Metode analisis yang digunakan adalah validity test, reliability test, normality test, linearity test, linear regression test, correlation test, determination test and hypothesis testing dengan z-test.

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