PENGARUH LOGISTIC SERVICE QUALITY TERHADAP SATISFACTION DAN LOYALTY DI PT. TIKI JALUR NUGRAHA EKA KURIR

  • Denny Kusuma Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
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Keywords: Kualitas layanan logistik, kepuasan, loyalitas

Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh logistic service quality terhadap satisfaction dan loyalty dengan dimensi-dimensi logistic service quality yang dikemukakan oleh Yu-Kai Huang, Yi-Wei Kuo, dan Shi-Wei Xu, khususnya pada PT Tiki Jalur Nugraha Ekakurir berdasarkan persepsi pelanggan. Pengolahan data dilakukan dengan Structural Equation Modeling (SEM) dengan software AMOS 20.0. Teknik pengambilan sampel dalam penelitian ini menggunakan non probability sampling dengan jenis convenience sampling. Data diperoleh secara langsung dari responden yang sesuai dengan karakteristik populasi yang ditentukan dengan cara menyebarkan kuesioner. Penelitian ini menggunakan jumlah sampel sebesar 100 responden. Hasil penelitian ini menunjukkan adanya pengaruh logistic service quality terhadap satisfaction, logistic service quality terhadap loyalty, dan satisfaction terhadap loyalty PT Tiki Jalur Nugraha Ekakurir.

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References

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Published
2014-09-01
Issue
Vol. 3 No. 2 (2015): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (Maret)
Section
Bidang Manajemen (M)

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