PENGARUH KINERJA LAYANAN, KEPERCAYAAN DAN KEPUASAN TERHADAP LOYALITAS KONSUMEN DALAM MENGGUNAKAN JASA PENGIRIMAN BARANG
Abstract: The background to
the problem, that the various efforts made by the company are not offsetby
increased sales. The results of the field survey showed that in the last three
years of customerloyalty to the service delivery HIRA Cargo Semarang branch
decreased. This study aims to determine and describe the effect of service
performance, reliability and customer satisfaction to customer loyalty in using
freight forwarder Cargo Branch at Hira Semarang Population of the research are
a HIRA Cargo consumers who are still actively using theHIRA freight Cargo
Branch Semarang until October of 2012. Data collection is done usingquestionnaires.
The analysis including validity and reliability, the assumption test, test
hypothesesthrough F test and t test, coefficient of determination (R2). Data
analyze techniques using linear regression analysis.
Hypothesis testing using t test showed that the three independent
variables studied were service performance (X1), trust (X2), and customer
satisfaction (X3) have significantly affect to the dependent variable, customer
loyalty (Y). Then through the F test showed that the variables service performance,
trust, and customer satisfaction have a significant effect in Customer loyalty.
Adjusted R Square proving that the customer loyalty variables can be explained
by three variables service performance, trust, and customer satisfaction.
Penulis: Adi Wahyu Nugroho,
Budi Sudaryanto
Kode Jurnal: jpmanajemendd131093
