TRIUNTARI, YUYUN (2019) PENGARUH KUALITAS /[.PELAYANAN, KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN PADA JASA EKSPEDISI JNE. Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.
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Abstract
PT. Jalur Nugraha Ekakurir (JNE Express) is one of the service businesses engaged in freight forwarding or private shipping and logistics in Indonesia, which has served more than twenty years for the needs of the Indonesian people for freight and logistics both nationally and internationally. The purpose of this study was to analyze the effect simultaneously and partially on service quality, satisfaction, and trust in customer loyalty in JNE expedition services (Case Study at JNE’s Branch Office Mojokerto) This type of research uses descriptive quantitative. The population used is JNE customers at Mojokerto branch offices individually and have used JNE more than 3 times with the last 2 months. The number of samples used in this study were 100 respondents who met the criteria. The analysis technique used is multiple linear regression analysis techniques. The results of this study are the results of Fcount 35,984> Ftable 2.70 indicating that the variables of service quality (X1), satisfaction (X2), and trust (X3) have a simultaneous effect on customer loyalty (Y). The t-test results show service quality variables (X1) tcount 2.355> ttable 1.984, satisfaction (X2) tcount 4.858> ttable 1.984, trust (X3) tcount 2.625> ttable 1.984 so there is a partial effect on customer loyalty (Y). Key Words : Service Quality, Satisfaction, Trust, and Customer Loyalty
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.28 Strategic Planning | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Mujari Mujari | ||||||||
| Date Deposited: | 05 Apr 2022 02:24 | ||||||||
| Last Modified: | 05 Apr 2022 02:24 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/5673 |
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