“ANALISIS PROSES PEMBENTUKAN LOYALITAS KONSUMEN JASA PENGIRIMAN JNE” (Studi Kasus Pada Konsumen JNE di Surakarta)

PUTRA, ADITYAWAN PRADANA (2013) “ANALISIS PROSES PEMBENTUKAN LOYALITAS KONSUMEN JASA PENGIRIMAN JNE” (Studi Kasus Pada Konsumen JNE di Surakarta). Other thesis, Universitas Sebelas Maret Surakarta.

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    Abstract

    This study aims to examine the role of customer satisfaction and customer trust in mediating the relationship between corporate image, service quality, and price fairness on customer loyalty. Furthermore, this study is willing to test whether the corporate image, service quality, and price fairness have a role as the factors that shape consumer loyalty of JNE Surakarta. The population in this study is JNE Surakarta consumers who intend to loyal with a total sample of 200 respondents. The sampling technique that is used by this study is convenience sampling technique. This study collects data by using designed questionnaire. Validity and reliability is used to ensure good quality of the resulting data. Strucural equation modeling (SEM) is a statistical method that is chosen to explain the relationship between variables. Results of the test show that costumer satisfaction mediates the relationship between sevice quality and costumer loyalty. Service quality doesn’t have any effect on customer trust and customer loyalty, but has significant effect on customer satisfaction. Corporate image has significant effect on customer loyalty, but doesn’t have any effect on customer satisfaction and customer trust. Meanwhile, customer satisfaction has significant effect on customer loyalty. Price fairness doesn’t have any effect on customer satisfaction, customer trust, and customer loyalty. In this study, its limitations and implications are also discussed to provide insight in the theoretical aspects, practical, and further research.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > H Social Sciences (General)
    H Social Sciences > HD Industries. Land use. Labor
    H Social Sciences > HF Commerce
    Divisions: Fakultas Ekonomi
    Depositing User: Anis Fagustina
    Date Deposited: 10 May 2014 14:22
    Last Modified: 10 May 2014 14:22
    URI: https://eprints.uns.ac.id/id/eprint/15739

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