Septyarani, Tiara Azalia (2023) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Pada Pelanggan Jasa Ekspedisi Shopee Xpress Di Kota Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The development of online business and the rapid use of E-Commerce has greatly influenced goods delivery services in Indonesia. Indonesian people are currently entrusting their goods to be sent through various expeditions that have been encountered a lot. However, in the process of shipping goods, of course there are some sizeable obstacles such as late delivery, wrong shipping address, damaged or lost goods, and others that can make consumers' trust or attitudes towards shipping services decrease. Therefore, Shopee started to establish its own logistics services that have been integrated with the services it has. The logistics service owned by Shopee is named Shopee Xpress which appeared in 2019. With the logistics service itself, delivery will be more secure because it is easy for Shopee to supervise. The study aims to analyze the effect of service quality on customer loyalty through customer satisfaction as an intervening variable on Shopee Xpress expedition. The population in this study is the users of Shopee Xpress expedition servicis in Surabaya, East Java. A sample of 100 respondents was taken using purposive sampling techniques. This study used multiple linear regression techniques. The results of the study show that Service Quality has a significant positive effect on Customer Satisfaction. Likewise, Service Quality and Customer Satisfaction has a positive and significant effect on Customer Loyalty. The results of path analysis provide empirical evidence that the variable Customer Satisfaction acts as a partial mediating variable in bridging the effect of Service Quality on Customer Loyalty.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Tiara Azalia Septyarani | ||||||||
| Date Deposited: | 29 Mar 2023 03:17 | ||||||||
| Last Modified: | 29 Mar 2023 03:17 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/12440 |
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