Pengaruh Kualitas Layanan, Complaint Handling Dan Citra Perusahaan Terhadap Loyalitas Pelanggan THE EFFECT OF SERVICE QUALITY, COMPLAINT HANDLING AND COMPANY IMAGE ON CUSTOMER LOYALTY

Main Article Content

Mulyanto Mulyanto
Ika Susilowati

Abstract

This study aims to test and analyze how the influence of service quality, compliance handling and corporate image on customer loyalty at PT JNE Cilacap branch. The population in this study were 88 customers at PT JNE Cilacap Branch. The technique of collecting data by distributing questionnaires. The analysis used is the validity test, reliability test, classic assumption test, multiple linear regression analysis test and the coefficient of determination. The data processing tool used is SPSS for windows version 23.0. The results of this study indicate that: (1) Service Quality has a positive and significant effect on Customer Loyalty, (2) Complaint Handling has a negative and insignificant effect on Customer Loyalty, (3) Company image has a negative and insignificant effect on customer loyalty.

Keywords: Service Quality, Complaint Handling, Company Image and Customer Loyalty

References

Aydin, S. and Ozer, G. (2005), “The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market”, European Journal of Marketing, Vol. 39 No. 7/8, pp. 910-25.
Grewal, Dhruv and Levy, Michael. (2014). Marketing, Fourth Edition, The McGraw-Hill, New York.
Lovelock and Wright, 2002, Principles of Service Marketing and Management, 2nd edition, Prentice Hall.
Sugiyono, 2009, Metode Penelitian Kuantitatif, Kualitatif dan R&D, Bandung: Alfabeta.
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung : Alfabeta, CV.
Sutrisno Hadi, Metodologi Research 2, Andi Offset, Yogyakarta, 2004.
Tjiptono, Fandy. 2014, Pemasaran Jasa, Prinsip, Penerapan ,dan Penelitian. Andi Offset, Yogyakarta.
Wahjono, Sentot Imam. 2010. Perilaku Organisasi Sentot Imam Wahjono. Edisi Pertama. Yogyakarta: Graha Ilmu

Article Metrics

PDF Downloads:

Download data is not yet available.

Article Details

Abstract Reads:

74 times on this page.