Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan JNE (Express Across Nation)

Christian, Hendry (0752085) (2013) Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan JNE (Express Across Nation). Undergraduate thesis, Universitas Kristen Maranatha.

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Abstract

Service quality means how big is the different between realitu and customer’s hope about the service they get. Service quality will bring influences to the customer’s loyalty. The company try to improve the service quality which is making equal the service quality and what the customer’s hope about the service. I made research to know what the customer’s idea about the service quality and how big its influences to the customer’s loyalty. I used JNE (Express Across Nation) in Bandung as the the object research. I used the descriptive analysis method. In order to get datas, I distributed list of questions to the respondents. I used the method SPSS 11.5 version in order to know how big the influences of the service quality ti the customer’s loyalty. The result shows that the service quality has big influences to the customer’s loyalty about 75,3% and the rest about 24,7% under the influences of the factor. From the output SPSS regression analysis I got sig is 0.00. 0,00 is smaller than 0.05, therefore H0 is refused and H1 is received. This means service quality has significant influences to the customer’s loyalty.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: kualitas pelayanan, loyalitas pelanggan
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > 52 Management Department
Depositing User: Perpustakaan Maranatha
Date Deposited: 08 Jul 2015 02:41
Last Modified: 27 Jan 2016 08:49
URI: http://repository.maranatha.edu/id/eprint/14001

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