TABLE OF CONTENTS

Page of Title ..............................................................................................................i

Approval Page..........................................................................................................ii

Legalization Page....................................................................................................iii

Declaration of Authenticity ....................................................................................iv

Acknowledgement ...................................................................................................v

Table of Contents ...................................................................................................vii

List of Table.............................................................................................................xi

List of Figure .........................................................................................................xii

List of Appendices ................................................................................................xiii

Abstract.................................................................................................................xiv

Abstrak...................................................................................................................xv

CHAPTER I: INTRODUCTION..........................................................................1

1.1. Background of Study .................................................................................1

1.2. Problem Statement....................................................................................7

1.3. Research Questions...................................................................................7

1.4. Research Objectives..................................................................................8

1.5. Limitation of The Study............................................................................8

1.6. Research Contribution...............................................................................8

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 1.7. Systematical of Writing..............................................................................9

CHAPTER II: LITERATURE REVIEW..........................................................11

2.1 Customer Loyalty

2.1.1.Understanding Customer Loyalty............................................................11

2.2 Service Quality

2.2.1 Understanding Service Quality....................................................................13

2.2.2 Element of Service Quality..........................................................................15

2.3 Customer Satisfaction

2.3.1 Understanding Customer Satisfaction........................................................16

2.3.2 Measuring Customer Satisfaction.............................................................19

2.4 Brand Image......................................................................................................20

2.5 Trust

2.5.1 Understanding Trust...............................................................................23

2.5.2 Measuring Trust.....................................................................................24

2.6 Hypothesis Formulation....................................................................................25

2.6.1 Relationship Quality Service, Customer Satisfaction, Brand Image,

and Trust With Customer Loyalty.............................................................25

2.7 Conceptual Framework.....................................................................................27

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CHAPTER III: RESEARCH METHOD............................................................29

3.1 Type of Study....................................................................................................29

3.2 Research Subject

3.2.1 Population....................................................................................................29

3.2.2 Sampling Design.........................................................................................30

3.3 Research Setting ..............................................................................................30

3.4 Research Instrument

3.4.1 Data Collection Method ............................................................................31

3.4.2 Validity.......................................................................................................32

3.4.3 Reliability..................................................................................................32

3.5 Research Variable And Operational

3.5.1 Independent Variable................................................................................33

3.5.2 Dependent Variable.................................................................................36

3.6 Technique of Data Analysis..............................................................................37

3.7 Assumption of Multiple Regression............................................................40

3.7.1 Linearity................................................................................................41

3.7.2 Normality .............................................................................................42

3.7.3 Homoscedasticity.................................................................................44

3.7.4 Collinearity...........................................................................................45

3.8 Hypothesis Test

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 3.8.1The goodness of Fit of The Regression Model........................................47

3.8.2 T test ..................................... ................................................................48

3.8.3 F test..................................... .................................................................49

CHAPTER IV RESEARCH FINDINGS AND DISCUSSIONS.................50

4.1 Descriptive Statistic

4.1.1Respondents Demographic Characteristics

4.1.1.1 Repondents Gender.......................................................................50

4.1.1.2 Respondents age...........................................................................51

4.1.1.3 Respondents Provenance..............................................................52

4.1.1.4 Respondents Occupation..............................................................54

4.1.1.5 Respondents Intensity of Using Gojek Service.............................56

4.1.1.6 Data of Using The Other Gojek Service.........................................57

4.1.1.7 Respondents Income/ Salary Per Month.......................................58

4.2 Result of Hypothesis Testing

4.2.1 Linear Regression Analysis..................................................................59

4.2.2 Multiple Regression Analysis...............................................................63

1. Regression assumption

a. Linearity.........................................................................................63

b. Normality.......................................................................................64

c. Homoscedacity..............................................................................65

d.Colinearity......................................................................................67

2. Multiple Regression Linear Analysis................................................70

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 3. The Goodness of fit Regresssion Model...........................................71

4. Result of Hypothesis Testing

4.1 F test.........................................................................................73

4.2 T test.........................................................................................74

4.3 Hypothesis H1..........................................................................75

4.4 Hypothesis H2..........................................................................75

4.5 Hypothesis H3..........................................................................76

4.6 Hypothesis H4................................................................................76

4.7 Discussion and Implication.............................................................76

CHAPTER V: CONCLUSION, LIMITATION, AND

RECOMMENDATION.................................................................81

5.1 Conclusion .................................................................................................81

5.2 Limitation............ ......................................................................................82

5.3 Recommendation............................. ..........................................................83

REFERENCES

APPENDICES

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