Pengaruh Kualitas Pelayanan, Harga, Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Jasa Pengiriman Barang Pada Perusahaan J&T Express (Studi Kasus J&T Express Agen Nganjuk)
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Institusion
Universitas Kadiri
Author
Arifin, Dicki Julianda
Subject
HD28 Management. Industrial Management
Datestamp
2022-02-03 04:42:18
Abstract :
This study aims to determine the effect of service quality, price, and customer satisfaction on customer loyalty for freight forwarding services at the J&T Express company (a case study of J&T Express Agen Nganjuk). The effect that we want to know is the direct or indirect effect. This study used a sample of 98 respondents. Sampling using purposive sampling method with consumer characteristics of J&T Express agents and have made shipping transactions. The test tools used are test data analysis and hypothesis testing. From this research test it can be concluded that the variables of service quality, price, and customer satisfaction simultaneously with a calculated value of Fcount > Ftable (18.935 > 3.09) with a sig value of (0.000 < 0.05)has a significant effect on customer loyalty for freight forwarding services at the J&T Express Agent Nganjuk company. Partially the variables of service quality, price, and customer satisfaction with the arithmetic value t count > t table (2,244 > 1.98 , (5,461 > 1.98), and (2,588 > 1.98) has a significant effect on customer loyalty in freight forwarding services at the J&T Express company, Nganjuk Agent Keywords : Service Quality, Price, Customer Satisfaction, Customer Loyalty
This study aims to determine the effect of service quality, price, and customer satisfaction on customer loyalty for freight forwarding services at the J&T Express company (a case study of J&T Express Agen Nganjuk). The effect that we want to know is the direct or indirect effect. This study used a sample of 98 respondents. Sampling using purposive sampling method with consumer characteristics of J&T Express agents and have made shipping transactions. The test tools used are test data analysis and hypothesis testing. From this research test it can be concluded that the variables of service quality, price, and customer satisfaction simultaneously with a calculated value of Fcount > Ftable (18.935 > 3.09) with a sig value of (0.000 < 0.05)has a significant effect on customer loyalty for freight forwarding services at the J&T Express Agent Nganjuk company. Partially the variables of service quality, price, and customer satisfaction with the arithmetic value t count > t table (2,244 > 1.98 , (5,461 > 1.98), and (2,588 > 1.98) has a significant effect on customer loyalty in freight forwarding services at the J&T Express company, Nganjuk Agent Keywords : Service Quality, Price, Customer Satisfaction, Customer Loyalty
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