PENGARUH KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PT. POS INDONESIA (Survei Pada Pengguna Jasa Pengiriman Paket di Jakarta Pusat)

Ratu, Sulistyo Putri (2018) PENGARUH KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PT. POS INDONESIA (Survei Pada Pengguna Jasa Pengiriman Paket di Jakarta Pusat). D3 thesis, Universitas Negeri Jakarta.

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Abstract

This research is analyze the influence of customer satisfaction on customer loyalty users of package delivery in PT. Pos Indonesia. The data used in this research are primary data, collected from questionnaires distributed to 100 respondents who have used package delivery service in Central Jakarta Post Office. This research is using purposive sampling technique. Data processing method using Simple Linear Regression method. From the results of this study can be seen that customer satisfaction variables influence to customer loyalty. This is indicated by R Square value of 0,502 (50,2%), while the rest 0,498 (49,8%) influenced by other factors. In this research also known that customer satisfaction has a positive and significant influence on customer loyalty. Thus, the results of this research are relevant and at the same time support the customer loyalty’s theory.

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