PANGARIBUAN, NELLI MARLINA (2019) MODEL KEPUASAN PELANGGAN PADA JASA EKSPOR PT. INDOEXPRESS LOGISTICS. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This study aims to determine and analyze the factors that influence customer satisfaction, especially on export services. Multiple linear regression analysis was used to examine 3 variable independent variables such as service quality, price and promotion to customer satisfaction. The research data were obtained from 60 respondents of customers PT. Indoexpress Logistics in the DKI Jakarta area. The results showed that service quality, price and promotion had a significant positive effect on customer satisfaction. Improved service quality, price and promotion results in increased customer satisfaction. Keywords: customer satisfaction, service quality, price, promotion, logistics services. Penelitian ini ditujukan untuk mengetahui dan menganalisa faktor-faktor yang mempengaruhi kepuasan pelanggan khususnya pada jasa ekspor. Analisis regresi linier berganda digunakan untuk menguji tiga variabel bebas yaitu service quality, price dan promotion terhadap kepuasan pelanggan. Data penelitian berasal dari 60 responden yang merupakan pelanggan PT. Indoexpress Logistics yang berada di wilayah DKI Jakarta. Hasil penelitian menunjukkan service quality, price dan promotion berpengaruh signifikan secara positif terhadap kepuasan pelanggan. Peningkatan service quality, price dan promotion yang dilakukan akan disertai dengan peningkatan kepuasan pelanggan. Kata kunci: kepuasan pelanggan, kualitas pelayanan, harga, promosi, jasa logistik
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-551-19-058 |
| NIM/NIDN Creators: | 55115120232 |
| Uncontrolled Keywords: | Customer satisfaction, service quality, price, promotion, logistics. kepuasan pelanggan, kualitas pelayanan, harga, promosi, jasa logistik. services. Manajemen Pemasaran (MPS) |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | UMMI RAHMATUSSYIFA |
| Date Deposited: | 14 Mar 2022 07:29 |
| Last Modified: | 18 Jun 2022 07:43 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/57930 |
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