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Agus Purbo Widodo
Universitas Teknologi Surabaya
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Analisis Loyalitas Pelanggan Ditinjau dari Aspek Kualitas Pelayanan, Citra Perusahaan dan Kepuasan Pelanggan Bambang Irawan; Agus Purbo Widodo; Aloysius Jondar
Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan Vol. 5 No. 1 (2025): Maret : Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jimek.v5i1.6710

Abstract

This study involved 59 respondents who were representatives of PT Solusi Energy Nusantara service users. The purpose of this study was to determine the effect of Service Quality, Corporate Image and Customer Satisfaction on Customer Loyalty both partially and simultaneously. The research method used a quantitative approach consisting of research instrument testing, descriptive statistical analysis, multiple linear analysis, classical assumption testing, and hypothesis testing. The results of the study indicate that there is a positive and significant effect of the Service Quality variable on the Customer Loyalty variable. There is a positive and significant effect of the Corporate Image variable on the Customer Loyalty variable. There is a positive and significant effect of the Customer Satisfaction variable on the Employee Performance variable. There is a positive and significant simultaneous effect of the Service Quality, Corporate Image, and Customer Satisfaction variables on Customer Loyalty. The simultaneous determination value shows that the variation in changes in Customer Loyalty is influenced by Service Quality, Corporate Image, and Customer Satisfaction by 71.2%.
Co-Authors Achmad Fanani Yunianto Ady Setiawan Ady Setiawan Agung Pribadhi Ahmad Yusuf Aloysius Jondar Aloysius Jondar Arlisa Indriawati Artalia, Puput Bagus D, I Made Bambang Irawan Budiyanto Budiyanto Christina Wulansari Deny Gita Bagus Rahadi Dody Yanuar S. W Edwin Budi Christanto Endang Silatur Rominingsih Endri Hariyati Endri Haryati Endri Haryati Endri Haryati Fachrudy Asj'ari Fahlevi, Mohammad Feryzal Gogi Kurniawan Hardika Prayudi Styawan Haryati, Endri Heri Sudarsono Heri Sudarsono Johan de Fretes Jondar, Aloysius Jondar, Aloysius Kadarisman Kadarisman Khayu Rahmi Kurniawati, Ririn Laleat, Yoram Oddang Lukman Hakim Lukman Hakim Lukman Hakim M. Sujudi Manuel Aristo S Mardianto, Totok Mardiyanto, Totok Muhammad Sujud Mustofa, Agus Novie Noordiana R.Y Novie Noordiana Rachma Yulia Palupi , Yaladriya Raras Pramudito, Bagus Puput Artalia Rochana, Wahyu Soedarsono, Heri Styawan, Hardika Prayudi Suhermin Sujudi, Muhammad Susanto Susanto Susanto Susanto Teguh Setiawan Wibowo Teguh Setiawan Wibowo Tristati, Imelda Inka Wahyu Fahmi Rizaldy Wahyu Rochana Wibowo, Teguh Setiawan Widodo, Teguh Setiawan Williyanto Sakunab Wira Yudha Alam Yanti Rahayuningsih Yuliyanto , Yofi