PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA JASA PENGIRIMAN BARANG J&T EXPRESS DI PALEMBANG

PUTRIYANTI, MEY SISKA and Nofiawaty, Nofiawaty and Nailis, Welly (2020) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA JASA PENGIRIMAN BARANG J&T EXPRESS DI PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

The purpose of study is to identify and analyze the influence ofservice quality on customer loyalty in J&T Express freight forwarding service in Palembang and the dominant variable effect to customer loyaty. The population and the sample in this study were102customersJ&T Express freight forwarding service in Palembang. Data collection used questionares to all customers that have been tested for validity and reliability. The analysis used multiple linear regression analysis. The result showed that variable tangible (X1), Reliable (X2), Responsiveness (X3), Assurance (X4), Empaty (X5) simultaneously effect significantly by 60,7% on customer loyalty in J&T Express freight forwarding service in Palembang, while 39,3% were influence by other factors. Partially known that empaty variable (X3) has a dominant influence by 0,731 to customer loyalty (Y) in J&T Express freight forwarding service in Palembang

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: admin.library@unsri.ac.id
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD3611-4730.9 Industrial policy. The state and industrial organization Including licensing of occupations and professions, subsidies, inspection, government ownership, municipal services
L Education > LC Special aspects of education > LC65-67.68 Economic aspects of education
Divisions: 01-Faculty of Economics > 61201-Management (S1)
Depositing User: Users 5043 not found.
Date Deposited: 31 Jan 2020 03:23
Last Modified: 31 Jan 2020 03:23
URI: http://repository.unsri.ac.id/id/eprint/26690

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