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PENGARUH PEMULIHAN LAYANAN TERHADAP LOYALITAS PELANGGAN JNE EXPRESS DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi kasus pada mahasiswa FEB UNISMA Prodi Manajemen Angkatan 2017)

Jurnal Ilmiah Riset Manajemen

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Title PENGARUH PEMULIHAN LAYANAN TERHADAP LOYALITAS PELANGGAN JNE EXPRESS DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi kasus pada mahasiswa FEB UNISMA Prodi Manajemen Angkatan 2017)
 
Creator Choerunnisa, Susetyo Puji
Rachma, N
Hatneny, Aleria Irma
 
Description AbstractThis reserch aims to determine the effect of service recovery on customer loyalty JNE EXPRESS with customer satisfaction as an intervening variable in FEB UNISMA management class of 2017. The population are who have used JNE EXPRESS services. The sampels were taken using malholtra formula so that obsianed 110 responden qualified as sampels. In this study the data collection techniques used were questionnaires and interviews. The tool used for data analysis in this study is to use a software application in the form of SPSS version 20. The method of analysis in this study uses path analysis. The instrument test in this study was a normality test, reliability test, validity test, t test, Sobel test. The result study shows that service Recovery significantly influences Customer Satisfaction. While Customer Satisfaction has a significant effect on Customer Loyalty and Service Recovery Has a Significant Effect on Customer Loyalty through Customer Satisfaction. Keywords: Service Recovery, Customer Loyalty, Customer Satisfaction
 
Publisher Jurnal Ilmiah Riset Manajemen
 
Contributor —
 
Date 2020-08-13
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://riset.unisma.ac.id/index.php/jrm/article/view/8260
 
Source Jurnal Ilmiah Riset Manajemen; eJrm Vol. 09 No. 15 Agustus 2020
 
Language eng
 
Relation http://riset.unisma.ac.id/index.php/jrm/article/view/8260/6802
 
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