Azizulfikri, Dimas and Raditha Dwi Vata Hapsari,, S.E., M.M., Ph.D. (2023) Pengaruh Kualitas Layanan Logistik, Citra Merek, Dan Promosi Penjualan Terhadap Kepuasan Pelanggan (Studi Pada Pelanggan J&T Express Di Jabodetabek). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan logistik, citra merek, dan promosi penjualan terhadap kepuasan pelanggan J&T Express di Jabodetabek. Jenis penelitian ini adalah penelitian eksplanatif yang dilakukan guna menjelaskan hubungan variabel satu dengan variabel lainnya. Penelitian ini menggunakan sampel sebanyak 205 responden di Jabodetabek dengan teknik purposive sampling. Karakteristik sampel untuk penelitian ini adalah berusia diatas 18 tahun, berdomisili atau sedang berada di Jabodetabek, pernah memesan dan membayar layanan J&T Express setidaknya satu kali, serta pernah melakukan kontak langsung dengan petugas J&T Express di salah satu cabang J&T Express di Jabodetabek. Analisis data pada penelitian ini menggunakan Analisis Regresi Linier Berganda dan Uji Hipotesis menggunakan Uji t. Pengolahan data dilakukan melalui program IBM SPSS Statistics 25. Berdasarkan pengujian yang dilakukan, dapat ditemukan variabel Kualitas Layanan Logistik, Citra Merek, dan Promosi Penjualan memiliki pengaruh langsung dan signfikan terhadap variabel Kepuasan Pelanggan.
English Abstract
The objective of this research is to identify the effects of logistics service quality, brand image, and sales promotion on the satisfaction of J&T Express’s customers in Jabodetabek. This explanatory research was conducted to explain the relationship between one variable and the others. Using purposive sampling, 205 people were selected as the respondents; they are people with the minimum age of eighteen years who live in Jabodetabek, who have ordered and paid for J&T Express’ service at least once, and who have made direct contacts with the logistic companies’ officer in one of its branch offices in the said region. The data was analyzed using multiple linear regression, and the hypotheses were tested using the t-test; all of which were processed in IBM SPSS Statistics 25. This study finds that logistics service quality, brand image, and sales promotion have direct and significant impacts on customer satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | :0523020039 |
| Uncontrolled Keywords: | Kualitas Layanan Logistik, Citra Merek, Promosi Penjualan, Kepuasan Pelanggan,Logistics Service Quality, Brand Image, Sales Promotion, Customer Satisfaction. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 21 Sep 2023 04:30 |
| Last Modified: | 21 Sep 2023 04:30 |
| URI: | http://repository.ub.ac.id/id/eprint/203135 |
![[thumbnail of DALAM MASA EMBARGO]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text (DALAM MASA EMBARGO)
Dimas Azizulfikri.pdf Restricted to Registered users only until 31 December 2025. Download (2MB) |
Actions (login required)
 |
View Item |