The Influence of Service Quality, Company Image and Customer Relationship on Customer Satisfaction Expedition in Sidoarjo Regency
Pengaruh Kualitas Layanan, Citra Perusahaan dan Customer Relationship Terhadap Kepuasan Konsumen Ekspedisi di Kabupaten Sidoarjo
-
(1) Ari Lista Kurniawan Universitas Muhammadiyah Sidoarjo
Indonesia
(2) * Dewi Komala Sari
Universitas Muhammadiyah Sidoarjo
Indonesia
(*) Corresponding Author
Abstract
The results showed that: Service Quality affects Consumer Satisfaction of J&T express delivery. Kurniawan, Ari Lista. 2022. Effect of Service Quality, Company Image and Customer Relationship on Consumer Satisfaction of J&T Express Expedition Sidoarjo Regency. This study aims to determine the influence of Service Quality, Company Image and Customer Relationship on Consumer Satisfaction. This research a quantitative approach . Sampling in the study used accidental sampling techniques, with a total of 96 respondents from J&T Express Expedition consumers . Data collection techniques using questionnaires distributed throughquestionnaires. . Data analysis in this study includes validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, linearity test, auto correlation test, multiple linear regression analysis, T test, multiple correlation coefficient (R) and coefficient of determination (R2). Data processing in this study used the SPSS 22 (Statistical Program For the Social Sciences) software program. The results of the study indicate that service quality has an effect on consumer satisfaction with J&T express delivery. Company Image has an effect on customer satisfaction with J&T express delivery. Customer relationship hasan effect on customer satisfaction with J&T express delivery.
Downloads
Metrics
References
Erwina. Safitri, M. Rahayu, and N. K. Indrawati, “Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Service Center [Studi Pada Pelanggan Samsung Service Center Di Kota Malang,” Ekon. Bisnis, vol. 21, no. 1, pp. 90–104, 2016.
Dadang. Kurnia, “Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Kepuasan,” Appl. Microbiol. Biotechnol., vol. 85, no. 1, pp. 2071–2079, 2019.
Sri. Sudiarti, “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Dinamika Motor Tasikmalaya,” J. Maps (Manajemen dan Perbank. Syariah), vol. 1, no. 2, pp. 1–13, 2018, doi: 10.32483/maps.v1i2.7.
Yuanita. Yuanita, “Pengaruh Fasilitas Harga Dan Citra Perusahaan Terhadap Kepuasan Konsumen,” Ready Star, pp. 272–277, 2019, [Online]. Available: http://ptki.ac.id/jurnal/index.php/readystar/article/view/67.
Olivia. Nelwan and S. Mandey, “Customer Relationship Management (Crm) Dan Personal Selling Pengaruhnya Terhadap Kepuasan Konsumen Pada Pt Virgo Ekspres Tours & Travel Manado,” J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 2, no. 1, pp. 99–110, 2019.
Fredi. Pradana, “Pengaruh Manajemen Hubungan Pelanggan, Kualitas Pelayanan, Dan Kualitas Pengalaman Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Nasabah Pt Fac Sekuritas Indonesia Di Yogyakarta,” J. Manaj. Bisnis, vol. 9, no. 2, pp. 193–212, 2018, doi: 10.18196/mb.9262.
Rambat. Lupiyoadi, manajemen pemasaran jasa. jakarta: Salemba Empat, 2011.
Putri and H. Utomo, “Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Sebagai Variabel Intervening (Studi Persepsi Pada Pelanggan Dian Comp Ambarawa),” Among Makarti, vol. 10, no. 1, pp. 70–90, 2017, doi: 10.52353/ama.v10i1.147.
Philip. & Kotler, Prinsip-Prinsip Pemasaran (12th ed.). Jakarta: airlangga, 2016.
Fandy. Tjiptono, Pemasaran Jasa - Prinsip, Penerapan, dan Penelitian. Yogyakarta: CV. Andi Offset, 2014.
Zeithaml, V.A., M.J. Bitner, Services Marketing: Integrating Customer Focus Across the Firm 6thed. Boston: Mc.Graw-Hill, 2013.
Sugiyono, Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta, 2018
Copyright (c) 2022 Ari Lista Kurniawan, Dewi Komala Sari
This work is licensed under a Creative Commons Attribution 4.0 International License.
