Image of Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Pelanggan Dalam Pembentukan Pelanggan (Studi Kasus Jne Di Wilayah Solo)

SKRIPSI MBS

Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Pelanggan Dalam Pembentukan Pelanggan (Studi Kasus Jne Di Wilayah Solo)

ABSTRACT

The purpose of this study was to determine the effect of service quality
and corporate image on customer satisfaction in the formation of customer loyalty
to JNE customers in the Solo region. The population in this study were JNE
customers in the Solo region who live in the Solo area. The sampling technique
used accidental sampling and obtained a sample of 100 respondents who had used
JNE services in the Solo area. The variables in this study used three variables,
namely the independent variable, the dependent variable, and the intervening
variable.
The independent variables in this study are Service Quality (X1) and
Company Image (X2). The dependent variable (Y) in this study is customer
loyalty, and the intervening variable (Z) is customer satisfaction. The research
method used is quantitative methods, and data analysis used in this study using
multiple regression analysis and path analysis. As for data processing, using the
IBM SPSS Statistics v21 software.
The results of this study indicate that, (1) service quality has an influence
on customer satisfaction. (2) company image has an influence on customer
satisfaction. (3) customer satisfaction has an influence on customer loyalty. (4)
service quality has no effect on customer loyalty. (5) company image has no
influence on customer loyalty. (6) service quality indirectly has an influence on
customer loyalty, through customer satisfaction as a mediating variable. (7)
service quality indirectly has an influence on customer loyalty, through customer
satisfaction as a mediating variable.

Keywords: Service Quality, Company Image, Customer Satisfaction,
Customer Loyalty

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Informasi Detail
Judul Seri
-
No. Panggil
2X6.3 FAU p 22
Penerbit
SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said.,
Deskripsi Fisik
21 cm, 137 halaman
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
2X6.3
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
Manajemen Bisnis Syariah
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

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