Melinda Rofiatul Adhaniyah
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Pengaruh relationship quality, kualitas pelayanan, perceived value, dan kepercayaan, terhadap loyalitas klien (Studi pada kantor konsultan pajak LMAP Dharmaplus) Melinda Rofiatul Adhaniyah; Herman Ernandi
Jurnal Ekonomi, Bisnis dan Pendidikan (JEBP) Vol. 2 No. 11 (2022)
Publisher : Universitas Negeri Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17977/um066v2i112022p920-928

Abstract

Abstract This study aims to determine the effect of Relationship Quality, Service Quality, Perceived Value, and Trust on Client Loyalty (Study at the LMAP Dharmaplus Tax Consultant Office). The population of this study amounted to 101, and the sample in this study amounted to 38. the sampling technique used was technique nonprobability sampling with method accidental sampling. The analytical technique used is multiple linear regression analysis using the SPSS version 26 test tool. The results of this study partially show that Relationship Quality affects Client Loyalty, Service Quality has an impact on Client Loyalty, and Perceived Value has an impact on Client Loyalty. Trust affects Client Loyalty. Abstrak Penelitian ini bertujuan untuk mengetahui Pengaruh Relationship Quality, Kualitas Pelayanan, Perceived Value, dan Kepercayaan terhadap Loyalitas Klien ( Studi Pada Kantor Konsultan Pajak LMAP Dharmaplus ).Populasi penelitian ini berjumlah 101 dan sampel dalam penelitian ini berjumlah 38. teknik pegambilan sampel yang digunakan adalah teknik nonprobability sampling dengan metode accidental sampling . Teknik analisis yang digunakan adalah analisis regresi linier berganda dengan mengunakan alat uji SPSS versi 26.Hasil penelitian ini menunjukan secara parsial bahwa Relationship Quality berpengaruh terhadap Loyalitas Klien, Kualitas Pelayanan berpengaruh terhadap Loyalitas Klien, Perceived Value berpengaruh terhadap Loyalitas Klien. Kepercayaan berpengaruh terhadap Loyalitas Klien.