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UEU » Undergraduate Theses » Manajemen
Posted by [email protected] at 04/06/2018 13:44:19 • 456 Views
PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN MEREK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN JNE TOMANGCreated by :
SYARIEF ( 201311157 )
| Subject: | JASA
MEREK
PELANGGAN | | Alt. Subject : | SERVICES
BRANDS
CUSTOMER | | Keyword: | kualitas layanan
kepercayaan merek
kepuasan pelanggan
loyalitas pelanggan |
Description:
Penelitian ini bertujuan untuk mengetahui pengaruh Kualitas Layanan (X1) dan Kepercayaan Merek (X2) terhadap Loyalitas Pelanggan (Y) melalui Kepuasan Loyalitas Pelanggan (Z) pada layanan JNE. Metode penelitian yang digunakan pada pengambilan sampel adalah metode Purposive Sampling dengan jumlah sampel sebanyak 140 responden. Responden penelitian ini adalah pelanggan yang menggunakan layanan JNE di wilayah Tomang. Teknik analisis data yang digunakan dalam penelitian ini adalah Uji Validitas, Uji Reliabilitas, Analisis Jalur (Path Analysis), dan Uji Determinasi. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh terhadap kepuasan pelanggan, Kepercayaan Merek berpengaruh terhadap kepuasan pelanggan, kualitas layanan berpengaruh terhadap loyalitas pelanggan, kepercayaan merek berpengaruh terhadap loyalitas pelanggan, dan kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan. Selanjutnya kualitas layanan berpengaruh terhadap loyalitas pelanggan melalui kepuasan pelanggan dan kepercayaan merek berpengaruh terhadap loyalitas pelanggan melalui kepuasan pelanggan.
| Date Create | : | 04/06/2018 | | Type | : | Text | | Format | : | PDF | | Language | : | Indonesian | | Identifier | : | UEU-Undergraduate-201311157 | | Collection ID | : | 201311157 |
Source :
Undergraduate Theses of Management
Relation Collection:
Fakultas Ekonomi dan Bisnis
Coverage :
Civitas Akademika Universitas Esa Unggul
Rights :
@perpustakaan Universitas Esa Unggul 2018
Publication URL :
https://digilib.esaunggul.ac.id/pengaruh-kualitas-layanan-dan-kepercayaan-merek-terhadap-loyalitas-pelanggan-melalui-kepuasan-pelanggan-jne-tomang-10742.html
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 UEU-Undergraduate-10742-COVER.Image.Marked.pdf - 473 KB- UEU-Undergraduate-10742-LEMBAR PENGESAHAN.Image.Marked.pdf - 327 KB
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- UEU-Undergraduate-10742-ABSTRAK.Image.Marked.pdf - 267 KB
- UEU-Undergraduate-10742-DAFTAR ISI.Image.Marked.pdf - 364 KB
- UEU-Undergraduate-10742-DAFTAR PUSTAKA.Image.Marked.pdf - 381 KB
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- UEU-Undergraduate-10742-BAB 1.Image.Marked.pdf - 412 KB
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1. UEU-Undergraduate-10742-BAB2.Image.Marked.pdf - 704 KB
2. UEU-Undergraduate-10742-BAB3.Image.Marked.pdf - 821 KB
3. UEU-Undergraduate-10742-BAB4.Image.Marked.pdf - 772 KB
4. UEU-Undergraduate-10742-BAB5.Image.Marked.pdf - 393 KB
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