Impact of service quality, customer satisfaction, customer value to customer loyalty through customer relationship management quality of JNE

Nugraha, Louis Setya (2019) Impact of service quality, customer satisfaction, customer value to customer loyalty through customer relationship management quality of JNE. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

In doing business we need to deliver our good to our customer. If we are a big company we will have transportation for our goods. But if we small business and our market not that big, it will cheaper if we use expedition that already exist. That is why, this encourages many expedition companies to strengthen their strength so that they can win the market. In Indonesia, reputation of expedition is important, they willing to use expedition service that already have big name rather new expedition that bring many innovation. This research is a causal study which aims to determine the relationship of service quality, customer satisfaction, customer value t customer loyalty through customer relationship management. The study population is all people living in Indonesia, aged over or equal to 17 years, know and have experience in conducting uses expedition service of JNE. The sample of this study was 150 respondents who were disseminated through an online questionnaire, using the google form. The results of this study, which were analyzed by Structural Equation Modeling (SEM) LISREL, showed CRM Quality is positively related to Customer Loyalty,Service Quality positively affect Customer Loyalty through CRM Quality, Customer Satisfaction positively affects Customer Loyalty through CRM Quality, Customer Value positively affects Customer Loyalty through CRM Quality. Therefore, it is recommended to JNE, to maintain and improve their service quality, so that customers will feel more comfortable and confident. And JNE can also ask consumers to review their service, so they can improve their performant, will get more reviews and increase other consumer trust on JNE. For academic advice, further researchers can consider many other variables, such as purchase intention and brand image, and others

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Service quality, customer satisfaction, customer value, CRM, quality, customer loyalty
Subjects: Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Users 6864 not found.
Date Deposited: 05 Jul 2019 06:10
Last Modified: 05 Jul 2019 06:10
URI: http://repository.wima.ac.id/id/eprint/18585

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