Pengaruh Logistics Service Quality Terhadap Customer Satisfaction Dan Customer Loyalty Pada Industri Ritel Di Indonesia

Adi Prasetyo Tedjakusuma • Auliya Delananda • Erna Andajani
Journal article Keluwih: Jurnal Sosial dan Humaniora • Квітень 2020 Індонезія

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Abstract

—The service industry sector has great potential for increasing economic growth, in which this sector can contribute to improving national GDP, job creation, and poverty reduction. This study aims to determine and analyze the effect of Logistics Service Quality on Customer Satisfaction and Customer Loyalty at Matahari Department Store. Data processing was done using a quantitative approach and this type of research is causal research. The variables used in this study were logistics service quality, customer satisfaction, and customer loyalty. The data analysis technique used was Multiple Linear Regression using the SPSS 18.0 for window program. This study used a sample of respondents who have shopped online at Matahari Department Store at least once a year with a total sample of 200 respondents. The results of this study indicate the influence of Logistics Service Quality on Customer Satisfaction and Customer Loyalty at Matahari Department Store.  Keywords: Logistics service quality, customer satisfaction, customer loyalty  

 

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Keluwih: Jurnal Sosial dan Humaniora

Keluwih: Jurnal Sosial dan Humaniora (Keluwih: Journal of Social and Humanities) is an online, op... see more