SKRIPSI PENGARUH SERVICE QAULITY DAN CORPORATE IMAGE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALITY PADA PENGGUNA SICEPAT DI SAMARINDA --

ABSTRACT
ANALISIS PENGARUH SERVICE QUALITY, CORPORATE IMAGE, DAN
CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALITY PADA
PENGGUNA SICEPAT DI SAMARINDA
ARNIS GUNAWAN
The purpose of this study is to analyze and prove the effect of Service
Quality on Customer Satisfaction on SiCepat users in Samarinda, the effect of
Corporate Image on Customer Satisfaction on SiCepat users in Samarinda, the
influence of Service Quality on Customer Loyality, on SiCepat users in
Samarinda Corporate Image on Customer Loyality on SiCepat users in
Samarinda, and the effect of Customer Satisfaction on Customer Loyality on
SiCepat users in Samarinda. And this study uses a survey method with 135
samples spread over three areas of Samarinda. using the Accidental Random
Sampling technique, namely by providing a questionnaire link via personal chat
using social media to the people of Samarinda City who have used SiCepat
services, especially in Samarinda City. 135 data are suitable for use in the next
research stage. Data were collected using research tools (questionnaires) which
have been tested for validity and reliability. From the test results, all research
question instruments were declared valid (coefficient value > 0.30) and declared
reliable (alpha value > 0.60). The results of the study after statistical testing with
SEM-AMOS version 5.0 showed the following results. Service Quality had a
significant effect on Customer Satisfaction on SiCepat users in Samarinda,
Corporate Image had a significant effect on Customer Satisfaction on SiCepat
users in Samarinda, Service Quality had no significant effect on Custumer
Loyality on SiCepat users in Samarinda, Corporate Image has no significant
effect on Custumer Loyality on SiCepat users in Samarinda, and Custumer
Satisfation has a significant effect on Custumer Loyality on SiCepat users in
Samarinda.
Keyword: Service Quality, Corporate Image, Custumer Satisfactio, end
Custumer Loyality