THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY SI CEPAT EKSPRES IN DKI JAKARTA

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THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY SI CEPAT EKSPRES IN DKI JAKARTA

this study aims to analyze the influence of service quality and customer
satisfaction on customer loyalty. The method used for this research is descriptive
analysis method with quantitative approach and using multiple linear regression.
The data taken from this study is questionnaire data filled by users of the delivery
company SiCepat Ekspres, in this study there were 100 respondents. This research
method uses Stasticial package for the social sciences (SPSS). according to the
study, we can conclude that the service quality and costumer satisfaction have a
significant influence on costumer loyalty

Statement of Responsibility

Author(s)

Fiqih Indrawan - Personal Name
Subandi - Personal Name
Rendhie Andrian - Personal Name
Indriyati - Personal Name

Edition

Call Number

ISBN/ISSN

2622-5778

Subject(s)

service quality
customer satisfaction
Customer Loyalty

Classification

NONE

Series Title

GMD

electronic file

Language

English

Publisher

ITL Trisakti

Publishing Year

2021

Publishing Place

Jakarta

Collation

Specific Detail Info

GROST LOG 2021

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