PENGARUH KUALITAS /[.PELAYANAN, KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN PADA JASA EKSPEDISI JNE

TRIUNTARI, YUYUN (2019) PENGARUH KUALITAS /[.PELAYANAN, KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN PADA JASA EKSPEDISI JNE. Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.

[img]
Preview
Text (Cover)
Cover.pdf

Download (664kB) | Preview
[img]
Preview
Text (Bab 1)
1.pdf

Download (399kB) | Preview
[img] Text (Bab 2)
2.pdf
Restricted to Registered users only until 4 April 2023.

Download (282kB)
[img] Text (Bab 3)
3.pdf
Restricted to Registered users only until 4 April 2023.

Download (374kB)
[img] Text (Bab 4)
4.pdf
Restricted to Registered users only until 4 April 2023.

Download (821kB)
[img]
Preview
Text (Bab 5)
5.pdf

Download (92kB) | Preview
[img]
Preview
Text (Daftar Pustaka)
Dapus.pdf

Download (93kB) | Preview
[img] Text (Lampiran)
Lam.pdf
Restricted to Registered users only until 4 April 2023.

Download (938kB)

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)
Contributors:
ContributionContributorsNIDN/NIDKEmail
UNSPECIFIEDNING FARIDA, SITINIDN0029066408UNSPECIFIED
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

Actions (login required)

View Item View Item