PENGARUH KUALITAS PELAYANAN DAN TARIF KARGO TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN
(Studi Pada PT. Jasa Multi Solusi Indonesia)
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Institusion
Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta
Author
Irania, Irania
Subject
Manajemen Pemasaran
Datestamp
2021-12-22 03:48:39
Abstract :
Abstract This study aims to determine and analyze the effect of service quality and cargo rates on customer satisfaction and loyalty at PT. Multi Solutions Indonesia Services. The strategy used in this study a quantitative associative research strategy and the research method used a survey. The population in this study the target population is the customer of PT. Multi Solutions Indonesia Services in the 2018 period which numbered 70 customers (service users of PT. Jasa Multi Solutions Indonesia). Researchers used a saturated sampling technique because the population was 70 people. Based on the results and discussion showed that partially there a significant direct effect on service quality on customer satisfaction; partially there a significant direct effect of cargo rates on customer satisfaction; partially there no significant direct effect on service quality on customer loyalty; partially there a significant direct effect on cargo rates on customer loyalty; partially there a significant direct effect of customer satisfaction on customer loyalty; there a significant indirect effect of service quality on customer loyalty through customer satisfaction and there a significant indirect effect of cargo rates on customer loyalty through customer satisfaction at PT. Multi Solutions Indonesia Services. Keywords: Service Quality, Rates, Location, Satisfaction, Customer Loyalty
Abstract This study aims to determine and analyze the effect of service quality and cargo rates on customer satisfaction and loyalty at PT. Multi Solutions Indonesia Services. The strategy used in this study a quantitative associative research strategy and the research method used a survey. The population in this study the target population is the customer of PT. Multi Solutions Indonesia Services in the 2018 period which numbered 70 customers (service users of PT. Jasa Multi Solutions Indonesia). Researchers used a saturated sampling technique because the population was 70 people. Based on the results and discussion showed that partially there a significant direct effect on service quality on customer satisfaction; partially there a significant direct effect of cargo rates on customer satisfaction; partially there no significant direct effect on service quality on customer loyalty; partially there a significant direct effect on cargo rates on customer loyalty; partially there a significant direct effect of customer satisfaction on customer loyalty; there a significant indirect effect of service quality on customer loyalty through customer satisfaction and there a significant indirect effect of cargo rates on customer loyalty through customer satisfaction at PT. Multi Solutions Indonesia Services. Keywords: Service Quality, Rates, Location, Satisfaction, Customer Loyalty
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