Pengaruh Kepuasan Dan Kepercayaan Terhadap Loyalitas Pelanggan Dalam Mengunakan Aplikasi E-Wallet Dana

Dwillandari, Fitria (2024) Pengaruh Kepuasan Dan Kepercayaan Terhadap Loyalitas Pelanggan Dalam Mengunakan Aplikasi E-Wallet Dana. Undergraduate thesis, Politeknik Negeri Bengkalis.

	Text (Abstract) 1.TA-5103201434-Abstract.pdf - Submitted Version Available under License Creative Commons Attribution Share Alike. Download (75kB)
	Text (Bab I Pendahuluan) 2.TA-5103201434-Bab I Pendahuluan.pdf - Submitted Version Available under License Creative Commons Attribution Share Alike. Download (251kB)
	Text (Daftar Pustaka) 3.TA-5103201434-Daftar Pustaka.pdf - Submitted Version Available under License Creative Commons Attribution Share Alike. Download (181kB)
	Text (Full Text) 4.TA-5103201434-Full Text.pdf - Submitted Version Restricted to Registered users only Available under License Creative Commons Attribution Share Alike. Download (2MB)

Abstract

This study aims to analyze the effect of satisfaction (X1) and trust (X2) on customer loyalty (Y) in using the Dana e-wallet application in Bengkalis District. Quantitative methods with data collection techniques through questionnaires to 100 respondents were used. The data were analyzed with descriptive statistical tests, validity tests, reliability tests, classical assumption analysis tests, multiple linear regression, T tests, F tests and coefficient of determination (R2) tests. The results showed that the variables of satisfaction (X1) and trust (X2) have a positive and significant influence on customer loyalty (Y). This is evidenced by the calculated t value which is greater than the t table and the calculated f value which is greater than the f table. The coefficient of determination (R2) value of 0.796 indicates that 79,6% of the variation in customer loyalty can be explained by customer satisfaction and trust. The conclusion of this study is that satisfaction and trust are very important factors that influence customer loyalty in using the Dana e-wallet application in Bengkalis District. Dana needs to focus on increasing customer satisfaction and trust to increase customer loyalty.

Item Type:	Thesis (Undergraduate)
Contributors:	Contribution Contributors Email NIDN/NIDK Thesis advisor Bustami, Bustami bustami.poltek@gmail.com NIDN0001048306
Uncontrolled Keywords:	Kepuasan (X1), Kepercayaan (X2), Loyalitas Pelanggan (Y)
Subjects:	550 ILMU EKONOMI > 560 ILMU EKONOMI > 562 Akuntansi 550 ILMU EKONOMI > 570 ILMU MANAJEMEN > 571 Manajemen
Divisions:	Jurusan Administrasi Bisnis > Sarjana Terapan Bisnis Digital > TUGAS AKHIR
Depositing User:	Bisnis Digital
Date Deposited:	22 Aug 2024 14:28
Last Modified:	22 Aug 2024 14:28
URI:	http://eprints.polbeng.ac.id/id/eprint/13271

Actions (login required)

View Item