PENGARUH RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN PADA PT. TITIPAN KILAT PEKANBARU

Abstract

The research was conducted at PT. Titipan Kilat Pekanbaru in October 2012. The purpose of this study are: to determine the effect of relationship marketing on customer loyalty PT. Titipan Kilat Pekanbaru. With this study are expected to provide input and assistance to the company information in order to increase sales volume, in order to evaluate any factors which may inhibit the sale and to pay more attention to the quality of service customers better. The population is customers PT. Titipan Kilat Pekanbaru in 2011 as many as 312. Sampling lightning PT. Titipan Kilat Pekanbaru from customers using the formula Slovin, then the number of samples used in this study were as many as 75 companies. Based on the known value of F-test count equal to 42.931 while the F-table with df α 0.05 and df 2 note F-table values for 3123, it is thus: F count> F-table (42 931> 3123), the Ha received , this means that there is a variable influences the commitment and trust of customers together to loyalty. And obtained the value of R Square of 0544 or (54.4%) means the percentage of variables influence the commitment and trust on customer loyalty PT. Titipan Kilat Pekanbaru by 45.6%, while the rest is influenced by other variables not included in this study.