PENGARUH LOGISTIC SERVICE QUALITY TERHADAP SATISFACTION DAN LOYALTY PADA FEDEX
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Abstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh logistic service quality terhadap satisfaction dan loyalty dengan 5 dimensi logistic service quality (information quality, ordering procedures, timeliness, order condition, dan order discrepancy handling) khususnya pada FedEx berdasarkan persepsi pelanggan . Layanan yang dimiliki FedEx sudah didesain sesuai dengan standar agar dapat memberikan kepuasan dan mencapai loyalitas pelanggan. Pengolahan data dilakukan dengan Structural Equation Modeling (SEM). 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 150 responden perusahaan. Hasil penelitian ini menunjukkan adanya pengaruh logistic service quality FedEx terhadap satisfaction pelanggan. Menunjukan adanya pengaruh logistic service quality FedEx terhadap loyalty pelanggan. Penelitian ini juga menunjukan adanya pengaruh satisfaction terhadap loyalty.
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