PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN PELANGGAN TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA PADA LOYALITAS PELANGGAN (Studi Kasus pada Pelanggan J&T Express di Wilayah Solo Raya)

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PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN PELANGGAN TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA PADA LOYALITAS PELANGGAN (Studi Kasus pada Pelanggan J&T Express di Wilayah Solo Raya)

DELLA INDAH WAHYU NINGSIH - Nama Orang; ASEP MAULANA ROHIMAT - Nama Orang;

ABSTRACT

This research uses this type of research with quantitative research. It uses
three types of variables: quality of service and customer trust as independent
variables, customer satisfaction as mediation variables and customer loyalty as
dependent variables. The data used in this study is primary data and secondary
data. The sample used in the study was 100 respondents. Sampling techniques use
non probability sampling with purposive sampling method. While the data
collection technique is done using questionnaires. Then the data analysis
techniques used in this study are instrument tests, classical assumption tests, model
determination tests, linear regression analysis and pathway analysis tests with the
help of IBM SPSS statistics 23 software.
From the results of this study it can be concluded that the quality of service
and customer trust have a positive and significant effect on customer satisfaction
on J&T Express delivery services in the Greater Solo region. The quality of service,
customer trust, and customer satisfaction have a positive and significant effect on
customer loyalty to J&T Express delivery services in the Greater Solo region. The
quality of service has no positive and significant effect on customer loyalty through
customer satisfaction. Customer trust has no positive and significant effect on
customer loyalty through customer satisfaction.
Keywords: Quality of Service, Customer Trust, Customer Satisfaction, Customer
Loyalty

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Informasi Detail

Judul Seri: -
No. Panggil: 2X6.3 DEL p 22
Penerbit: SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said., 2022
Deskripsi Fisik: 21 cm, 105 halaman
Bahasa: Indonesia
ISBN/ISSN: -
Klasifikasi: 2X6.3
Tipe Isi: -
Tipe Media: -
Tipe Pembawa: -
Edisi: -
Subjek: Manajemen Bisnis Syariah
Info Detail Spesifik: -
Pernyataan Tanggungjawab: DELLA INDAH WAHYU NINGSIH

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Lampiran Berkas

BAB I_185211111

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