Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan di Rental Mobil CV. Ilham Motor Gandu Mlarak Ponorogo

Abstract

And to know the impact of service quality of costumer's loyalty by T test and F test. The result of double analytic linier regression is obtainable equation Y: 4,413 + 0,144 X 1 + 0,026 X 2 + 0,162 X 3 + 0,151 X 4 + 0,223 X 5 + e. The result of determination coefficient (R 2) is 32.1% and the rest is 67.9% that affected by other variable which is not included in research model. According to T test, the result is that the five costumer service quality (tangibles, reliability, responsiveness, assurance, and empathy) contained by a variable that is not impacted, it is reliability; because Ho is accepted and Ha is rejected, whilst the other four are impacting costumer's loyalty because Ha is accepted and Ho is rejected. The F test result shows that tangibles, reliability, responsiveness, assurance, and empathy simultaneously have significant effect to costumer's loyalty because F > F table or 8,898 > 2,33. And, from the five free variable, empathy (X 5) is variable that has very dominant effect, the coefficient is 0,223 or 22,3 %. A. PENDAHULUAN Dalam menghadapi pasar bebas ASEAN tahun 2015 dimana ber-bagai negara, bebas melakukan perdagangan ekspor dan impor antar negara sehingga menuntut pelaku ekonomi untuk mempersiapkan diri