OCTAVIANUS, DANY (2018) ANALISIS KUALITAS LAYANAN, PERSEPSI HARGA, DAN KEPERCAYAAN PELANGGAN TERHADAP KEPUASAN PELANGGAN (STUDI KASUS PADA PT ACT TRANS INTERNATIONAL). S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Indonesia's economic growth in 2018 is predicted to strengthen compared to 2017. The improvement in Indonesia's economy followed by an increase in public purchasing power is expected to encourage the logistics industry to develop better in 2018. The Indonesian Logistics and Forwarder Association (ALFI) also stated an increase in the performance of national import and export impacts positive for the logistics industry. PT ACT Trans International is one of the companies engaged in the International Freight Forwarder. The main objective of this company is to meet customer needs through integrated logistics services with comprehensive facilities and infrastructure. As a company engaged in the business to business segment, PT ACT Trans International's biggest challenge is how the company is able to meet customer satisfaction and win the competition. The purpose of this study was to determine the effect of service quality (X1), price perception (X2), and customer trust (X3), on customer satisfaction (Y) on PT ACT Trans International both partially and simultaneously. The number of samples in this study was 50 respondents where all PT ACT Trans International clients, totaling 50 companies, were taken as respondents. The data collection technique in this study is to use a questionnaire. While the data analysis in this study used multiple linear regression analysis using t and F test. The results showed that there were simultaneous and partial effects of service quality, price perception, and customer trust on PT ACT Trans International's customer satisfaction. Keywords : Service Quality, Price Perception, Customer Trust, Customer Satisfaction Pertumbuhan ekonomi Indonesia di tahun 2018 diprediksi mengalami penguatan dibanding tahun 2017. Membaiknya perekonomian Indonesia diikuti dengan peningkatan daya beli masyarakat diperkirakan akan mendorong industri logistik berkembang lebih baik di tahun 2018. Asosiasi Logistik dan Forwarder Indonesia (ALFI) juga menyatakan peningkatan kinerja ekspor impor nasional berdampak positif terhadap industri logistik. PT ACT Trans International adalah salah satu perusahaan yang bergerak di bidang International Freight Forwarder. Tujuan utama dari perusahaan ini adalah untuk memenuhi kebutuhan pelanggan melalui layanan logistik terpadu dengan fasilitas dan infrastruktur yang komprehensif. Sebagai perusahaan yang bergerak pada segmen business to business, tantangan terbesar PT ACT Trans International adalah bagaimana perusahaan mampu memenuhi kepuasan pelanggan dan memenangkan persaingan. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas layanan (X1), persepsi harga (X2), dan kepercayaan pelanggan (X3), terhadap kepuasan pelanggan (Y) pada PT ACT Trans International baik secara parsial maupun simultan. Jumlah sampel pada penelitian ini adalah 50 responden dimana seluruh klien PT ACT Trans International yang berjumlah 50 perusahaan diambil sebagai responden. Adapun teknik pengumpulan data pada penelitian ini adalah dengan menggunakan kuesioner. Sedangkan analisis data pada penelitian ini menggunakan analisis regresi linier berganda dengan menggunakan uji t dan F. Hasil penelitian menunjukkan bahwa ada pengaruh kualitas layanan, persepsi harga, dan kepercayaan pelanggan secara simultan dan parsial terhadap kepuasan pelanggan PT ACT Trans International. Kata kunci : Kualitas Layanan, Persepsi Harga, Kepercayaan Pelanggan, Kepuasan Pelanggan
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