| dc.contributor.advisor | WIBOWO, SUTRISNO | |
| dc.contributor.author | SELIANA, DITA | |
| dc.date.accessioned | 2019-10-14T02:39:59Z | |
| dc.date.available | 2019-10-14T02:39:59Z | |
| dc.date.issued | 2018-11-15 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/29678 | |
| dc.description | This study aims to analyze the Effect of Service Quality Perception, Price
Perception, Brand Image and Promotion on J & T Express Customer Satisfaction
and Loyalty. The subjects in this study were J & T Express customers in the city of
Yogyakarta who had used shipping services at J & T Exress at least twice in the
last 6 months, in this study a sample of 200 respondents were selected by
purposive sampling method. The analytical tool used is the Structural Equation
Model (SEM).
Based on the analysis that has been done the results show that Service
Quality Perception has a significant effect on customer satisfaction, price
perception has a significant effect on customer satisfaction, brand image has a
significant effect on customer satisfaction, promotion has a significant effect on
customer satisfaction, perceived service quality has a significant effect on
customer loyalty, promotion has a significant effect on customer loyalty, customer
satisfaction has a significant effect on customer loyalty, perceptions of service
quality mediate perceptions of service quality on customer loyalty, price
perception, customer satisfaction mediates price versus customer loyalty,
customer satisfaction is not able to mediate brand image to customer loyalty,
satisfaction customers mediate promotions for customer loyalty. | en_US |
| dc.description.abstract | This study aims to analyze the Effect of Service Quality Perception, Price
Perception, Brand Image and Promotion on J & T Express Customer Satisfaction
and Loyalty. The subjects in this study were J & T Express customers in the city of
Yogyakarta who had used shipping services at J & T Exress at least twice in the
last 6 months, in this study a sample of 200 respondents were selected by
purposive sampling method. The analytical tool used is the Structural Equation
Model (SEM).
Based on the analysis that has been done the results show that Service
Quality Perception has a significant effect on customer satisfaction, price
perception has a significant effect on customer satisfaction, brand image has a
significant effect on customer satisfaction, promotion has a significant effect on
customer satisfaction, perceived service quality has a significant effect on
customer loyalty, promotion has a significant effect on customer loyalty, customer
satisfaction has a significant effect on customer loyalty, perceptions of service
quality mediate perceptions of service quality on customer loyalty, price
perception, customer satisfaction mediates price versus customer loyalty,
customer satisfaction is not able to mediate brand image to customer loyalty,
satisfaction customers mediate promotions for customer loyalty. | en_US |
| dc.publisher | FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS MUHAMMADIYAH YOGYAKARTA | en_US |
| dc.subject | Perception of Service Quality, Price Perception, Brand Image, Satisfaction, Customer Loyalty | en_US |
| dc.title | PENGARUH PERSEPSI KUALITAS PELAYANAN, PERSEPSI HARGA, CITRA MEREK DAN PROMOSI TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN J&T EXPRESS (STUDI PADA PELANGGAN J&T EXPRESS DI KOTA YOGYAKARTA) | en_US |
| dc.type | Thesis
SKR
FEB
145 | en_US |
