Arum Puspa, Brygita (2019) FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN LION PARCEL RADJIMAN JAKARTA TIMUR. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Perkembangan usaha jasa pengiriman barang pada saat ini sangat pesat, terbukti dari banyaknya para pelaku bisnis online shop yang membutuhkan jasa pengiriman barang untuk mengirimkan barang ke para pelanggannya diberbagai tempat. Sehingga mengharuskan para pelaku bisnis jasa pengiriman barang untuk lebih memperhatikan keinginan dan kebutuhan para pelanggannya yang cepat berubah dalam memilih jasa pengiriman. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh citra perusahaan, kualitas pelayanan, dan kepercayaan terhadap loyalitas pada Lion Parcel Radjiman. Penelitian ini adalah penelitian kuantitatif dengan teknik pengumpulan data melalui penyebaran kuesioner. Sampel penelitian ini adalah 99 orang pelanggan Lion Parcel Radjiman dengan metode Purposive Sampling, menggunakan Koefisien Determinasi (KD) dengan SPSS 22.0. Hasil penelitian menemukan secara parsial adanya pengaruh significant antara variabel citra perusahaan terhadap loyalitas pelanggan sebesar 5,02%. Secara parsial variabel kualitas pelayanan terhadap loyalitas pelanggan tidak berpengaruh significant dengan persentase rendah sebesar 2,92%. Secara parsial variabel kepercayaan berpengaruh significant terhadap loyalitas pelanggan sebesar 11,77%. Penelitian secara simultan menunjukan bahwa citra perusahaan, kualitas pelayanan, dan kepercayaan berpengaruh signifikan terhadap loyalitas pelanggan sebesar 21,4% dan sisanya 78,6% dipengaruhi oleh faktor – faktor lainnya. Kata Kunci : Citra Perusahaan, Kualitas Pelayanan, Kepercayaan dan Loyalitas Pelanggan ABSTRACT The development of the freight forwarding business at this time is very rapid, as evidenced by the number of online shop business people who require freight forwarding services to send goods to their customers in various places. So that requires the business of freight forwarders to pay more attention to the desires and needs of their customers who are fast changing in choosing shipping services. This study aims to determine how much influence the company's image, service quality, and trust in loyalty to the Lion Parcel Radjiman. This research is a quantitative study with data collection techniques through questionnaires. The sample of this study was 99 customers of the Lion Parcel Radjiman with the Purposive Sampling method, using the Coefficient of Determination (KD) with SPSS 22.0. The results of the study found partially a significant influence between corporate image variables on customer loyalty of 5,02%. Partially the service quality variable on customer loyalty has no significant effect with a low percentage of 2,92%. Partially, the variable of trust has a significant effect on customer loyalty of 11,77%. Simultaneous research shows that company image, service quality, and trust significantly influence customer loyalty by 21,4% and the remaining 78,6% is influenced by other factors. Keywords : Company Image, Service Quality, Customer Trust and Loyalty
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 21 Dec 2021 07:13 | ||||||||
| Last Modified: | 21 Dec 2021 07:13 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6342 |
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