Novitasari, Andini Anastasia (2022) Analisis Kualitas Layanan Jasa Logistik J&T Di Kota Surabaya. Masters thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
Covid-19 Pandemic currently has an impact on a variety of fields, one of which is logistics services, especially in freight forwarding services whose trends are increasing. Firstly, the study aims to analyze the significance of the effect of service quality dimensions with the COUQUAL (Courier Quality) model on the overall service quality of J&T logistics services in the city of Surabaya. Secondly, the study aims to analyze the significance of the effect of overall service quality on customer satisfaction and customer satisfaction on consumer loyalty to J&T logistics service. This study uses an online questionnaire with a total of 195 respondents. The results of this study indicate that: (1) Promptness, Safety, and Tangibles have a significant positive effect on the overall service quality (2) Convenience and Accuracy have no significant effect on the overall service quality (3) Overall service quality has a significant positive effect on customer satisfaction (4) Customer satisfaction has a significant positive effect on customer loyalty.
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 360 - 369 SOCIAL PROBLEMS AND SERVICES; ASSOCIATIONS > 360 - SOCIAL PROBLEMS & SERVICES; ASSOCIATIONS |
| Divisions: | Magister of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 26 Jan 2024 07:18 |
| Last Modified: | 26 Jan 2024 07:18 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/11910 |
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