ANALISA PRODUK, KUALITAS PELAYANAN, KETEPATAN PENGIRIMAN TERHADAP LOYALITAS PELANGGAN PRODUK PT AIR LIQUIDE INDONESIA

Agung Subagio

Abstract



ABSTRAK

Tujuan penelitian ini adalah (i) untuk mengetahui dan membuktikanpengaruh produk, kualitas pelayanan, ketepatan pengiriman secara simultanberpengaruh terhadap loyalitas pelanggan produk PT Air Liquide Indonesia; (ii)untuk mengetahui dan membuktikan pengaruh kualitas produk, kualitaspelayanan, ketepatan pengiriman secara parsial terhadap loyalitas pelangganproduk PT Air Liquide Indonesia; dan (iii) untuk mengetahui dan membuktikandiantara variabel produk, kualitas pelayanan, ketepatan pengiriman, variabel manayang berpengaruh dominan terhadap loyalitas pelanggan produk PT Air LiquideIndonesia. Analisis data yang digunakan adalah secara deskriptif untukmenjelaskan data penelitian dan deskripsi penelitian, sedangkan untukmenganalisis data kuantitatif menggunakan alat analisis Regresi Linier Berganda,Uji F dan Uji t. Hasil penelitian membuktikan bawa produk, kualitas pelayanan,ketepatan pengiriman secara simultan dan parsial berpengaruh terhadap loyalitaspelanggan produk PT Air Liquide Indonesia. Berdasarkan hasil penelitianditemukan bahwa produk yang dominan berpengaruh terhadap loyalitas pelangganproduk PT Air Liquide Indonesia.   Kata kunci: Produk, Kualitas pelayanan, Ketepatan pengiriman, Loyalitaspelanggan

ABSTRACT

The purpose of this study were (i) to determine and prove the effect of product,quality of service, delivery accuracy simultaneously affect the customer loyalty productsPT Air Liquide Indonesia; (Ii) to determine and prove the influence of product quality,service quality, timely delivery partially on customer loyalty products PT Air LiquideIndonesia; and (iii) to determine and prove among the variable products, service quality,timely delivery, which variable is the dominant influence on customer loyalty products PTAir Liquide Indonesia. Analysis of the data is used descriptively to explain the researchdata and a description of the research, while to analyze quantitative data using multiplelinear regression analysis tools, test F and test t. The research proves carry the product,quality of service, delivery accuracy simultaneously and partially influence on customerloyalty products PT Air Liquide Indonesia. Based on the results of the study found thatthe products were dominant effect on customer loyalty products PT Air LiquideIndonesia. 
Keywords : Product , Quality of service , Accuracy of delivery , Customer loyalty


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