Artikel Ilmiah : C1K014054 a.n. ANANG ROZAQI
| NIM | C1K014054 |
|---|---|
| Namamhs | ANANG ROZAQI |
| Judul Artikel | THE INFLUENCE OF SERVICE QUALITY,TRUST, CUSTOMER SATISFACTION, AND CUSTOMER EXPERIENCE TO CUSTOMER LOYALTY (Study On J&T Express Purwokerto) |
| Abstrak (Bhs. Indonesia) | Penelitian ini dilakukan untuk menganalisis pengaruh kualitas pelayanan, kepercayaan, kepuasan panggan, dan pengalaman palnggan terhadap loyalitas pelanggan di J&T Express Purwokerto. Responden penelitian ini sebanyak 110 orang pelanggan J&T Express Purwokerto. Berdasarkan hasil penelitian ini, dapat disimpulkan: 1) kualitas pelayanan berpengaruh positif terhadap loyalitas pelanggan, 2) kepercayaan berpengaruh positif terhadap loyalitas pelanggan, 3) kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan, 4) pengalaman pelanggan berpengaruh positif terhadap loyalitas pelanggan, |
| Abtrak (Bhs. Inggris) | This research is performed to analyze the influence of service quality, trust, customer satisfaction, and customer experience to customer loyalty in J&T Express Purwokerto. The respondents of this study as many 110 people customers J&T Express Purwokerto. Based on the result of this research, it has come to the conclusion: 1) service quality has positive effect to customer loyalty, 2) trust has positive effect to customer loyalty, 3) customer satisfaction has positive effect to customer loyalty, 4) customer experience has positive effect to customer loyalty, |
| Kata kunci | : Service Quality, Trust, Customer Satisfaction, Customer Experience, and Customer loyalty |
| Pembimbing 1 | Siti Zulaikha Wulandari, SE. MSi |
| Pembimbing 2 | Alisa Tri Nawarini, MBA |
| Pembimbing 3 | Dr. Weni Novandari, SE, MM |
| Tahun | 2020 |
| Jumlah Halaman | 110 |
| Tgl. Entri | 2020-08-28 11:17:55.637295 |