| PENGARUH SERVICE QUALITY (SERVQUAL) TERHADAP LOYALITAS PELANGGAN JNE (Studi Kasus Pada Online Shop Yang Menggunakan JNE Di Kabupaten Subang) Iqbal Denissa | ||
| Abstrak The development of the Internet raises new things, one of them in terms of shopping goods or services online. Rapid growth in online transactions in Indonesia involving multiple parties that the seller, buyer and service delivery. Service delivery is the business that engaged in shipping and logistics which is currently also developing. Since the number of courier services in Indonesia to make their competing through a range of services that they offer to attract consumer interest. one way to win the competition is to provide a quality of service and high quality so that the customer will be satisfied with respect to the performance of service delivery of goods and service companies would prefer to connect with the delivery service company. The purpose of this research was to know the effect of Service Quality (SERVQUAL) to customer loyalty JNE on the Online Shop that uses JNE in Subang. The research method used was the explanatory method of survey. The population referred to in this research was the online shop of subang Regency which was customers JNE. The selection of samples was carried out using a Lemeshow sample with 96 respondents. The data used was data interval. Statistical method was simple linear regression analysis, t-test, and the coefficient of determination by using program SPSS 20.00 for Windows. Results of the study were as follows: Service Quality (SERVQUAL) positive effect on customer loyalty with significance value of 0.000 and has a value of t-count t-table with t-count of t-table and of 1,986 19,144, and t-count was positive. Determination coefficient (R Square) which was equal to 0,796 x 100 79,6 ~ 80, where this mean that the determination of value of customer loyalty (Y) was affected by Service Quality (SERVQUAL) (X) is equal to 80%. Keywords: quality of Service, Service Quality (SERVQUAL), customer loyalty | ||
 
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