Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/13674
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dc.contributor.advisorLubis, M.Rajab-
dc.contributor.advisorEffendy, Sjahril-
dc.contributor.authorHarahap, Yulia Sundari-
dc.date.accessioned2021-04-29T07:35:27Z-
dc.date.available2021-04-29T07:35:27Z-
dc.date.issued2019-04-
dc.identifier.urihttps://repositori.uma.ac.id/handle/123456789/13674-
dc.description105 Halamanen_US
dc.description.abstractSaat ini bidang usaha yang sedang berkembang adalah Kuliner salah satunya Toko Roti. Salah satu Toko Roti yang sedang berkembang di Medan adalah Raihan Bakery and Cake Shop. Untuk dapat terus bertahan Raihan Bakery and Cake Shop wajib terus melakukan inovasi dan mempertahankan kualitas produk dan pelayanan dengan cara meraih kepercayaan dan kepuasan pelanggan nya. Tujuan penulisan penelitian ini adalah untuk mengetahui sejauh mana hubungan antara kepercayaan pelanggan dengan loyalitas pelanggan di Raihan Bakery and Cake Shop Medan, untuk mengetahui hubungan kepuasan pelanggan dengan loyalitas pelanggan di Raihan Bakery and Cake Shop Medan, serta kepercayaan pelanggan dan kepuasan pelanggan berhubungan secara bersama-sama dengan loyalitas pelanggan di Raihan Bakery and Cake Shop Medan. Jenis Penelitian ini adalah Kualitatif , Populasi dalam penelitian ini adalah pelanggan di Raihan Bakery and Cake Shop Medan yang belanja minimal tiga kali salam sebulan, sampel yang digunakan dalam penelitian ini adalah pelanggan di Raihan Bakery and Cake Shop Medan sebanyak 108 responden. Instrumen penelitian ini menggunakan Skala Likert. Tujuan Analisis ini adalah untuk menganalisis apakah ada hubungan positif dan signifikan antara kepercayaan pelanggan dengan loyalitas pelanggan, untuk menganalisis apakah ada hubungan positif dan signifikan antara kepuasan pelanggan dengan loyalitas pelanggan. Analisis data penelitian ini dibantu dengan aplikasi SPSS 22.0, Uji analisis yang digunakan dalam penelitian ini adalah Uji Validitas, Uji Reabilitas, Uji Asumsi Klasik termasuk didalamnya Uji Normalitas, Uji Multikolinearitas, Uji Autokorelasi, dan Uji Heteroskedastisitas, lalu Analisis Regresi Linier Berganda, Uji Hipotesis, dan Uji f (Uji Simultan). Hasil dari Penelitian ini adalah Variabel Kepercayaan Pelanggan tidak berhubungan dengan Loyalitas pelanggan di Raihan Bakery and Cake Shop Medan, Variabel Kepuasan Pelanggan berhubungan positif dan signifikan dengan Loyalitas pelanggan di Raihan Bakery and Cake Shop Medan, dan Variabel Kepuasan Pelanggan dan Kepuasan Pelanggan berhubungan secara simultan dengan Loyalitas pelanggan di Raihan Bakery and Cake Shop Medan. Currently the business sector being developed one of the culinary is bakeries. One of the bakeries that are developing in Medan is Raihan Bakery and Cake Shop. To be able to continue and survive Raihan Bakery and Cake Shop must continue to innovate and maintain product quality and service by achieving costumer trust and satisfaction. The purpose of this research is to find out relationship between customer trust and customer loyalty at Raihan Bakery and Cake Shop Medan, to find out relationship between customer satisfaction and customer loyalty at Raihan Bakery and Cake Shop Medan, as well as customer trust and customer satisfaction related together with customer loyalty at Raihan Bakery and Cake Shop Medan. This type of research is qualitative, the population in this study are customers in Raihan Bakery and Medan Cake Shop who spend at least three times a month, the sample used in this study were 108 respondents. The instrument of this study uses a Likert Scale. The purpose of this analysis is to analyze whether there is a positive and significant relationship between customer trust and customer loyalty, to analyze whether there is a positive and significant relationship between customer satisfaction and customer loyalty. The Analysis of research data was assisted by the SPSS 20.0 , analysis used in this study are Validity Test, Reliability Test, Classical Assumption Test including Normality Test, Multicollinearity Test, Autocorrelation Test, and Heteroscedasticity Test, then Analysis of Multiple Linear Regression, Hypothesis Test, and f Test ( Simultaneous Test). The results of this study are variable customer trust not related to customer loyalty in Raihan Bakery and Cake Shop Medan, variable customer satisfaction is positively and significantly related to customer loyalty in Raihan Bakery and Cake Shop Medan, and variable customer satisfaction and customer satisfaction associated simultaneously with Customer loyalty at Raihan Bakery and Cake Shop Medan.en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.relation.ispartofseriesNPM;171804099-
dc.subjectkepercayaanen_US
dc.subjectkepuasanen_US
dc.subjectpelangganen_US
dc.subjectkonsumenen_US
dc.subjecttrusten_US
dc.subjectsatisfactionen_US
dc.subjectloyaltyen_US
dc.subjectcustomersen_US
dc.titleHubungan Kepercayaan Pelanggan dan Kepuasan Pelanggan Dengan Loyalitas Pelanggan di Raihan Bakery and Cake Shop Medanen_US
dc.title.alternativeRelationship between Customer Trust and Customer Satisfaction with Customer Loyalty at Raihan Bakery and Cake Shop Medanen_US
dc.typeThesisen_US
Appears in Collections:MT - Master of Psychology

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