Widiarti, Santi (2022) PENGARUH KETEPATAN WAKTU PENGIRIMAN, KUALITAS PELAYANAN, NILAI YANG DIRASAKAN DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PADA J&T EKSPRESS CABANG KAMPUNG MELAYU. Skripsi thesis, SEKOLAH TINGGI ILMU EKONOMI INDONESIA JAKARTA.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh ketepatan waktu pengiriman, kualitas pelayanan, nilai yang dirasakan dan citra merek terhadap kepuasan pelanggan J&T Ekspress Cabang kampung melayu. Dalam penelitian ini menggunakan jenis assosiatif kausal dengan pendekatan kuantitatif,populasi penelitian ini adalah seluruh pelanggan J&T Express Cabang kampung Melayu dengan teknik pengambilan accidental sampling berjumlah 100 orang, Pengumpulan data penelitian menggunakan kuesioner dengan memberikan kepada pelanggan J&T Ekspress Cabang Kampung Melayu. Berdasarkan hasil uji F menunjukan bahwa ketepatan waktu pengiriman, kualitas pelayanan,Nilai yang dirasakan dan citra merek mempunyai pengaruh terhadap kepuasaan Pelanggan sedangkan pengujian secara uji T Variabel Ketepatan waktu pengiriman, kualitas pelayanan, nilai yang dirasakan tidak berpengaruh secara signifikan terhadap kepuasaan pelanggan dan variabel citra merek berpengaruh secara signifikan terhadap kepuasaan pelanggan. Kata Kunci : Ketepatan Waktu Pengiriman, Kualitas Pelayanan,Nilai Yang Rasakan,Citra Merek , Kepuasan Pelanggan J&T Cabang Kampung Melayu ABSTRACT This study aims to find out how the influence of on time delivery of service quality. perceived value and imagebrand on customer satisfaction J&T Express Kampung Melayu branch. This study uses causal associative type with a quantitative approach. The population of this study is all customers of J&T Ekspress Kampung Melayu Branch with accidental sampling technique totaling 100 people. The research data collection uses a questionnaire by giving J&T Ekspress customers the Kampung Melayu Branch. Malay Based on the results of the F test, it shows that the delivery time service quality. Perceived value and brand image have an influence on customer satisfaction, while the T- test is tested for Variables on time delivery, service quality. perceived value has no significant effect on customer satisfaction and image variables brand has a significant effect on customer satisfaction . Kata Kunci : Delivery Timeliness, Service Quality, Perceived Value, Brand Image, Customer Satisfaction at J&T Kampung Melayu Branch.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Santi Widiarti | ||||||||
| Date Deposited: | 24 Sep 2022 00:10 | ||||||||
| Last Modified: | 24 Sep 2022 00:12 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/8437 |
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