Ningrum, Yustika Wahyu (2022) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PENGGUNA JASA PENGIRIMAN PAKET PADA J&T EXPRESS DP SUGIO LAMONGAN. Undergraduate thesis, Universitas Pembangunan Nasional Veteran Jawa Timur.
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Abstract
This research aims to know the influence of service quality on customer loyalty through customer satisfaction on the users package delivery services on J&T Express DP Sugio Lamongan. This research uses quantitative method, Because in this study the data obtained in the form of numbers and analyzed by using the Analysis of SEM-Partial Least Square (PLS). The type and source of data used in this research is primary data and secondary data. The technique of data collection is done by distributing questionnaires And Documentation. The population used in this study is consumers who already use a courier service J&T Express DP Sugio Lamongan Number 638 consumers in 2021. The sample used in this study were 90 respondents. Drawing technique the Sample is taken using probability sampling. Data analysis used is to use the method of partial least square (PLS) due to perform testing against the established relationship between one or more independent variables with one or more dependent variables. The results showed that service quality has a positive and significant impact on customer loyalty. service quality has a positive and significant impact on Customer Satisfaction. customer satisfaction has a positive and significant impact on customer loyalty. Indirectly the quality of service has a positive and significant impact on customer loyalty through customer satisfaction. Keywords: Service Quality, Customer Loyalty, Customer Satisfaction.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Yustika Wahyu Ningrum | ||||||||
| Date Deposited: | 29 Mar 2022 02:23 | ||||||||
| Last Modified: | 30 Mar 2022 03:40 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/5598 |
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