Shilawati, Astani (2020) PENGARUH CITRA PERUSAHAAN, KEPERCAYAAN DAN KEPUASAN TERHADAP LOYALITAS KONSUMEN (Studi Kasus PT. Jalur Nugraha Ekakurir (JNE) Tipar Cakung Jakarta Timur). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh antara citra perusahaan, kepercayaan, kepuasan terhadap loyalitas konsumen dalam menggunakan jasa pengiriman barang PT. JNE di Tipar Cakung Jakarta Timur. Penelitian ini menggunakan data primer dengan penyebaran kuesioner. populasi penelitian ini adalah masyarakat yang melakukan pengiriman barang menggunakan jasa PT. Jalur Nugraha Ekakurir (JNE) di Tipar Cakung Jakarta Timur. Sampel dalam penelitian ini berjumalh 99 orang responden dengan menggunakan purposive sampling. Analisis data penelitian ini menggunakan uji validitas, uji reliabilitas, analisis regresi linier berganda, analisis koefisien determinasi parsial dan berganda, serta pengujian hipotesis menggunakan SPSS versi 26.0. Hasil penelitian ini membuktikan bahwa: (1) variabel Citra Perusahaan, secara parsial tidak berpengaruh terhadap Loyalitas Konsumen (2) Kepercayaan secara parsial berpengaruh terhadap Loyalitas Konsumen (3) Kepuasan secara parsial berpengaruh terhadap Loyalitas Konsumen (4) selanjutnya secara simultan dapat dikatakan bahwa variabel Citra Perusahaan, Kepercayaan, Kepuasan berpengaruh terhadap Loyalitas Konsumen. ABSTRACT This research aims to determine the influence between the company's image, trust, satisfaction on consumer loyalty in the use of goods delivery services PT. JNE in East Jakarta Tipar Cakung. This research uses primary data with the dissemination of questionnaires. The population of this research is a community that conducts delivery of goods using the services of PT. The Jalur Nugraha Ekakurir (JNE) in East Jakarta Tipar Cakung. The sample in this study contained 99 respondents using purposive sampling. The analysis of this research data uses validity test, reliability test, multiple linear regression analyses, partial and multiple determination coefficient analysis, and hypothesis testing using SPSS version 26.0. The results of this study proved that: (1) The company image variable, as a partial, does not affect consumer loyalty (2) the partial belief in the customer loyalty (3) Partial satisfaction affects consumer loyalty. (4) simultaneously it can be said that the company image variable, trust, satisfaction affects consumer loyalty.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Users 913 not found. | ||||||||
| Date Deposited: | 07 Oct 2020 07:04 | ||||||||
| Last Modified: | 07 Oct 2020 07:04 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/1068 |
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