PENGARUH KUALITAS LAYANAN, KEPERCAYAAN, CITRA MEREK TERHADAP LOYALITAS PELANGGAN DIMEDIASI OLEH KEPUASAN PELANGGAN PT TIKI JALUR NUGRAHA EKAKURIR DI JAKARTA

PERMATASARI, TIARA VEGA (2022) PENGARUH KUALITAS LAYANAN, KEPERCAYAAN, CITRA MEREK TERHADAP LOYALITAS PELANGGAN DIMEDIASI OLEH KEPUASAN PELANGGAN PT TIKI JALUR NUGRAHA EKAKURIR DI JAKARTA. Masters thesis, Universitas Tarumanagara.

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Abstract

The development of online business in Indonesia is currently showing an improvement for the better the industrial era 4.0, a lot of Indonesians choose to shop online. Indonesia, namely reaching 8.8% per year until 2017. This study analyzes the effect of service quality, trust, and brand image on customer loyalty with customer satisfaction as the mediation. This research with quantitative methods, the sample collection technique in this study was purposive sampling by distributing questionnaires to 152 people. Data were analyzed using Structural Equation Modeling based on Partial Least Square. This study found that brand image had an influence on customer satisfaction and made customers use services repeatedly, serviced quality and customer trust did not affect customer satisfaction and did not make customers use services repeatedly.

Item Type: Thesis (Masters)
Additional Information: Dosen Pembimbing: Dr. Sarwo Edy Handoyo, S.E., M.M., CIFM.
Uncontrolled Keywords: Service Quality, Customer Trust, Brand Image, Customer Satisfaction, Customer Loyalty
Subjects: Tesis
Tesis > Pascasarjana
Divisions: Pascasarjana
Depositing User: Pasca Perpus
Date Deposited: 24 Feb 2023 05:20
Last Modified: 24 Feb 2023 05:20
URI: http://repository.untar.ac.id/id/eprint/38823

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