PENGARUH CITRA PERUSAHAAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PT PELABUHAN INDONESIA III SEMARANG

Abstract

The population in this study is a population is the sum of all the objects or individuals to be studied, in which the object has certain characteristics, clear and complete (Setiawan, 2012). As for which is used as a population are all consumers of PT Pelabuhan Indonesia III Semarang. The sample in this study were employees of PT Pelabuhan Indonesia III Semarang. The analysis tool used is multiple linear regression were first tested using validity and reliability. The results of this study showed that There is a positive and significant influence between the brand image of customer satisfaction. This means that the higher the brand image of the customer satisfaction will increase. There is positive and significant correlation between quality of service to customer satisfaction. Kualitaspelayanan it means higher customer satisfaction will increase. There is positive and significant correlation between brand images to customer loyalty. This means that the higher the brand image it will increase customer loyalty. There is positive and significant correlation between quality of service to customer loyalty. This means that the higher the quality of the service, will increase customer loyalty. There is positive and significant correlation between customer satisfaction to customer satisfaction. This means that the higher the customer satisfaction will increase customer loyalty.
Keywords: image, service quality, satisfaction and loyalty