Skripsi S1

Pengaruh Service Performance terhadap Customer Loyalty dengan Trust dan Costumer Satisfaction sebagai Variabel Intervening (Studi pada pelanggan Bisnis Online JNE Kebumen)

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ABSTRAK
Penelitian ini dilakukan berdasarkan fenomena, dan didukung jurnal yang ada, sehingga peneliti tertarik melakukan penelitian tentang pengaruh Service Performance terhadap Customer Loyalty dengan Trust dan Customer Satisfaction sebagai variabel intervening. Tujuan penelitian ini adalah menganalisis dan menjelaskan pengaruh antar variabel independen, variabel intervening dan variabel dependen.
Populasi penelitian ini yaitu pelanggan bisnis online di JNE Kebumen, sampel penelitian ini sebannyak 100 orang. Teknik pengambilan sampel yang digunakan adalan purposive sampling. Metode pengumpulan data dengan kuesioner, wawancara, studi pustaka. Sikap responden diukur dengan skala likert 4 tingkatan dan data yang diperolah diolah dengan SPSS (statistical Product and Service Solutions) for windows versi 22.0 analisis data menggunakan analisis deskriptif, analisis statistik (analisis jalur).
Hasil penelitian menunjukan bahwa variabel service performance berpengaruh signifikan terhadap trust, variabel service performance berpengaruh signifikan terhadap customer satisfaction, variabel trust berpengaruh signifikan terhadap customer loyalty, variabel customer satisfaction berpengaruh signifikan terhadap customer loyalty dan service performance berpengaruh signifikan terhadap customer loyalty.
Kata kunci: Service Performance, Customer Loyalty, Trust dan Customer Satisfaction
Abstract
This research was conducted based on phenomena, and supported by existing journals, so researchers were interested in conducting research on the effect of Service Performance on Customer Loyalty with Trusts and Customer Satisfaction as intervening variables. The purpose of this study is to analyze and explain the influence between independent variables, intervening variables and dependent variables.
The population of this research is online business customers at JNE Kebumen, the sample of this research is 100 people. The sampling technique used is purposive sampling. Methods of collecting data with questionnaires, interviews, literature studies. Respondents' attitudes were measured by a 4-tier Likert scale and the data obtained was processed with SPSS (statistical Product and Service Solutions) for Windows version 22.0 data analysis using descriptive analysis, statistical analysis (path analysis).
The results showed that service performance variables have a significant effect on trust, service performance variables have a significant effect on customer satisfaction, trust variables have a significant effect on customer loyalty, customer satisfaction variables have a significant effect on customer loyalty and service performance has a significant effect on customer loyalty.
Keywords: Service Performance, Customer Loyalty, Trust and Customer Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.81 Dia p c.

Penerbit

Kebumen : STIE Putra Bangsa., 2019

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

658.81

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

Diana Mukti

Versi lain/terkait

Lampiran Berkas

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