Pengaruh Pelayanan Keluhan Pelanggan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan Melalui ACPI PT. Pos Indonesia (Persero) Cabang Padang
| Main Authors: | Febsri Susanti, Dea Edgina |
|---|---|
| Format: | Article info application/pdf Journal |
| Bahasa: | eng |
| Terbitan: |
P3M Politeknik Negeri Banjarmasin
, 2021
|
| Subjects: | |
| Online Access: |
https://ejurnal.poliban.ac.id/index.php/IJAAF/article/view/1167 https://ejurnal.poliban.ac.id/index.php/IJAAF/article/view/1167/823 |
| ctrlnum |
article-1167 |
|---|---|
| fullrecord |
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<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><title lang="id-ID">Pengaruh Pelayanan Keluhan Pelanggan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan Melalui ACPI PT. Pos Indonesia (Persero) Cabang Padang</title><creator>Febsri Susanti</creator><creator>Dea Edgina</creator><subject lang="id-ID">Customer Complaint Service</subject><subject lang="id-ID">Loyalty</subject><subject lang="id-ID">Satisfaction</subject><description lang="id-ID">As the oldest logistics company in Indonesia, PT. Pos Indonesia (Persero) should be able to win the hearts of customers, but there are still many customers who complain about the services provided by this company. This study aims to examine the effect of the customer complaint service variable and customer satisfaction variable on the customer loyalty variable through ACPI PT. Pos Indonesia Padang Branch. The data collection method was carried out by distributing questionnaires with a sample of 96 respondents. The type of research is quantitative research. The data analysis technique used is multiple linear regressions using the SPSS 16.0 program. The results of this study indicate that customer complaint service does not directly affect customer loyalty at PT. Pos Indonesia, Padang Branch while customer satisfaction has a direct effect on customer loyalty.</description><publisher lang="en-US">P3M Politeknik Negeri Banjarmasin</publisher><date>2021-06-30</date><type>Journal:Article</type><type>Other:info:eu-repo/semantics/publishedVersion</type><type>Journal:Article</type><type>File:application/pdf</type><identifier>https://ejurnal.poliban.ac.id/index.php/IJAAF/article/view/1167</identifier><identifier>10.31961/ijaaf.v1i1.1167</identifier><source lang="en-US">Indonesian Journal of Applied Accounting and Finance; Vol. 1 No. 1 (2021): June; 47-58</source><source>2828-8572</source><source>10.31961/ijaaf.v1i1</source><language>eng</language><relation>https://ejurnal.poliban.ac.id/index.php/IJAAF/article/view/1167/823</relation><rights lang="en-US">Copyright (c) 2021 Febsri Susanti, Dea Edgina</rights><rights lang="en-US">https://creativecommons.org/licenses/by/4.0</rights><recordID>article-1167</recordID></dc>
|
| language |
eng |
| format |
Journal:Article Journal Other:info:eu-repo/semantics/publishedVersion Other File:application/pdf File Journal:Journal |
| author |
Febsri Susanti Dea Edgina |
| title |
Pengaruh Pelayanan Keluhan Pelanggan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan Melalui ACPI PT. Pos Indonesia (Persero) Cabang Padang |
| publisher |
P3M Politeknik Negeri Banjarmasin |
| publishDate |
2021 |
| topic |
Customer Complaint Service Loyalty Satisfaction |
| url |
https://ejurnal.poliban.ac.id/index.php/IJAAF/article/view/1167 https://ejurnal.poliban.ac.id/index.php/IJAAF/article/view/1167/823 |
| contents |
As the oldest logistics company in Indonesia, PT. Pos Indonesia (Persero) should be able to win the hearts of customers, but there are still many customers who complain about the services provided by this company. This study aims to examine the effect of the customer complaint service variable and customer satisfaction variable on the customer loyalty variable through ACPI PT. Pos Indonesia Padang Branch. The data collection method was carried out by distributing questionnaires with a sample of 96 respondents. The type of research is quantitative research. The data analysis technique used is multiple linear regressions using the SPSS 16.0 program. The results of this study indicate that customer complaint service does not directly affect customer loyalty at PT. Pos Indonesia, Padang Branch while customer satisfaction has a direct effect on customer loyalty. |
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KOTA BANJARMASIN |
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KALIMANTAN SELATAN |
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