Pratiwi, Resica (2021) Pengaruh Kepercayaan Pelanggan, Lokasi dan Promosi Terhadap Kepuasan Pelanggan (Studi Kasus pada JNE Cabang Matraman). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh kepercayaan pelanggan (X1), lokasi (X2), dan promosi (X3) terhadap kepuasan pelanggan (Y) pada JNE cabang Matraman. Strategi penelitian yang digunakan adalah strategi asosiatif. Populasi dalam penelitian ini adalah para pemakai jasa yang pernah menggunakan jasa pengiriman JNE cabang Matraman. Pengambilan sampel menggunakan teknik accidential sampling sebagai teknik penentuan sampelnya berdasarkan kebetulan yaitu pelanggan yang secara kebetulan bertemu dengan peneliti. Analisis data yang digunakan dalam penelitian ini adalah analisis koefisien determinasi parsial dan simultan, dan uji hipotesis. Data yang digunakan dalam penelitian ini adalah data primer dan sekunder. Teknik pengumpulan data menggunakan metode kuesioner. Hasil penelitian ini menujukkan variabel kepercayaan pelanggan berpengaruh signifikan terhadap kepuasan pelanggan. Variabel lokasi berpengaruh signifikan terhadap kepuasan pelanggan. Variabel promosi berpengaruh signifikan terhadap kepuasan pelanggan. Kepercayaan pelanggan, lokasi, dan promosi secara bersama-sama berpengaruh signifikan terhadap kepuasan pelanggan. ABSTRACT This study aims to determine how much influence customer trust (X1), location (X2), and promotion (X3) on customer satisfaction (Y) at JNE Matraman branch. The research strategy used is associative strategy. The population in this study are service users who have used the Matraman branch of JNE delivery services. Sampling using accidential sampling technique as a technique of determining the sample based on chance, namely the customer who coincidentally met the researcher.. Analysis of the data used in this study is the analysis of the coefficient of partial and simultaneous determination, and hypothesis testing. The data used in this study are primary and secondary data. Data collection techniques using a questionnaire method. The results of this study partially show that the customer trust variable has a significant effect on customer satisfaction. The location variable has a significant effect on customer satisfaction. The promotion variable has a significant effect on customer satisfaction. Simultaneously, customer trust, location, and promotion have a significant effect on customer satisfaction.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | RESICA PRATIWI | ||||||||
| Date Deposited: | 15 Dec 2021 00:22 | ||||||||
| Last Modified: | 15 Dec 2021 00:22 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6247 |
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