Aleron, Beryl (2022) Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada pengguna jasa Ekspedisi J&T Express yang dimoderasi oleh Garansi (studi kasus pada pengguna jasa ekspedisi J&T Express Kota Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The study aims to analyze the effect of service quality and customer satisfaction on customer loyalty on J&T Express expedition services with warranty as a moderation variable. The population in this study is the users of J&T Express expedition services in Surabaya, East Java. A sample of 385 respondents was taken using purposive sampling techniques. The data in the analysis uses multiple linear regression "Regression Moderation Analysis". The analysis showed that 1. Quality of service and customer satisfaction significantly affect customer loyalty, 2. The warranty moderates the effect of service quality and customer satisfaction on customer loyalty.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products 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: | Beryl Aleron | ||||||||
| Date Deposited: | 01 Apr 2022 02:24 | ||||||||
| Last Modified: | 01 Apr 2022 02:24 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/5650 |
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