Analisis pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pada PT Tiki Jalur Nugraha Ekakurir (JNE)

PRASASTI, Dita, B.M. Purwanto, Dr., MBA

2009 | Tesis | S2 Magister Manajemen

Penelitian ini bertujuan untuk menguji pengaruh interaction quality, physical environment quality dan outcome quality terhadap service quality, menguji pengaruh service quality terhadap customer satisfaction dan menguji pengaruh service quality dan customer satisfaction terhadap service loyalty pada PT. Tiki Jalur Nugraha Ekakurir (JNE). Subjek penelitian berjumlah 100 orang. Metode pengambilan sampel yang digunakan adalah convenience sampling, pengumpulan data dilakukan dengan kuisioner dan penilaian diukur menggunakan skala likert. Metode analisis data yang digunakan adalah analisis regresi berganda. Hasil penelitian menunjukkan bahwa interaction quality, physical environment quality dan outcome quality memiliki pengaruh positif terhadap service quality. Service quality memiliki pengaruh positif terhadap customer satisfaction. Service quality dan customer satisfaction meiliki pengaruh positif terhadap service loyalty.

This research aims to examine the affectation of interaction quality, physical environment quality dan outcome quality to service quality, examine the affectation of service quality to customer satisfaction and examine the affectation of service quality dan customer satisfaction to service loyalty in PT. Tiki Jalur Nugraha Ekakurir (JNE). The research subject is 100 respondent. Sampling methods that used in this research is convenience sampling, the instrument for collecting data is questionares and using likert scale to measure the assessment. The statistical methods that use to analyze is multiple regression analysis. This research finding show that interaction quality, physical environment quality and outcome quality have positive affectation to service quality. Service quality has positive affectation to customer satisfaction. Service Quality and customer satisfaction have positive affectation to service loyalty.

Kata Kunci : Analisis regresi berganda,Interaction quality,Physical environment quality,Outcome quality, multiple regression analysis, interaction quality, physical environment quality, outcome quality, service quality, customer satisfaction, service loyalty