Impact Quality of Service and Customer Value of Customer Loyalty (Survey on PT. DHL Global Forwarding Customer, Jakarta)
| Main Authors: | Tanod, Davis Prakarsa, Nofrisel, Nofrisel, Toelle, Sulistyawati, Handayani, Sri |
|---|---|
| Format: | Article info application/pdf Proceeding |
| Bahasa: | eng |
| Terbitan: |
Insitut Transportasi dan Logistik Trisakti
, 2019
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| Subjects: | |
| Online Access: |
https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/64 https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/64/71 |
| ctrlnum |
article-64 |
|---|---|
| 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="en-US">Impact Quality of Service and Customer Value of Customer Loyalty (Survey on PT. DHL Global Forwarding Customer, Jakarta)</title><creator>Tanod, Davis Prakarsa</creator><creator>Nofrisel, Nofrisel</creator><creator>Toelle, Sulistyawati</creator><creator>Handayani, Sri</creator><subject lang="en-US"/><subject lang="en-US">service quality; customer value; customer loyalty</subject><description lang="en-US">This study aims to see the effect of service quality and customer value on customer loyalty at PT DHL Jakarta 2017. This research is using quantitative approach with survey method. The population of this study is the customers of PT DHL head office, Jakarta. The sample used in this study amounted to 65 respondents. The data was analyzed using validity test, reliability test, normality test, linearity, coefficient of determination, T-test, and path analysis. Based on the results of statistical tests, it can be concluded that all of the independent variables studied namely service quality and customer value have a positive influence on customer loyalty, either partially or simultaneously. Therefore customer loyalty can be increased by improving the service quality and customer value. And from the research results can be concluded that the coefficient of path variable X and to Y is 0.876 which means the direct effect of service quality with customer value, the coefficient of the path variable Y to Z is 0.942 means direct influence customer value to customer loyalty, and coefficient path variable X to Z is 0.914 means the direct influence of service quality to customer loyalty</description><publisher lang="en-US">Insitut Transportasi dan Logistik Trisakti</publisher><contributor lang="en-US"/><date>2019-01-15</date><type>Journal:Article</type><type>Other:info:eu-repo/semantics/publishedVersion</type><type>Journal:Article</type><type>File:application/pdf</type><identifier>https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/64</identifier><identifier>10.25292/atlr.v1i1.64</identifier><source lang="en-US">Advances in Transportation and Logistics Research; Vol 1 (2018): Global Research on Sustainable Transport & Logistics; 668-681</source><source>10.25292/atlr.v1i1</source><language>eng</language><relation>https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/64/71</relation><rights lang="en-US">Copyright (c) 2019 Advances in Transportation and Logistics Research</rights><rights lang="en-US">https://creativecommons.org/licenses/by-nc/4.0</rights><recordID>article-64</recordID></dc>
|
| language |
eng |
| format |
Journal:Article Journal Other:info:eu-repo/semantics/publishedVersion Other File:application/pdf File Journal:Proceeding |
| author |
Tanod, Davis Prakarsa Nofrisel, Nofrisel Toelle, Sulistyawati Handayani, Sri |
| title |
Impact Quality of Service and Customer Value of Customer Loyalty (Survey on PT. DHL Global Forwarding Customer, Jakarta) |
| publisher |
Insitut Transportasi dan Logistik Trisakti |
| publishDate |
2019 |
| topic |
service quality customer value customer loyalty |
| url |
https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/64 https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/64/71 |
| contents |
This study aims to see the effect of service quality and customer value on customer loyalty at PT DHL Jakarta 2017. This research is using quantitative approach with survey method. The population of this study is the customers of PT DHL head office, Jakarta. The sample used in this study amounted to 65 respondents. The data was analyzed using validity test, reliability test, normality test, linearity, coefficient of determination, T-test, and path analysis. Based on the results of statistical tests, it can be concluded that all of the independent variables studied namely service quality and customer value have a positive influence on customer loyalty, either partially or simultaneously. Therefore customer loyalty can be increased by improving the service quality and customer value. And from the research results can be concluded that the coefficient of path variable X and to Y is 0.876 which means the direct effect of service quality with customer value, the coefficient of the path variable Y to Z is 0.942 means direct influence customer value to customer loyalty, and coefficient path variable X to Z is 0.914 means the direct influence of service quality to customer loyalty |
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Institut Transportasi dan Logistik Trisakti |
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Perpustakaan Institut Transportasi dan Logistik Trisakti |
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231 |
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ADVANCES IN TRANSPORTATION AND LOGISTICS RESEARCH |
| repository_id |
6967 |
| subject_area |
Transportation Logistics Transportasi Logistik |
| city |
JAKARTA TIMUR |
| province |
DKI JAKARTA |
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2019-04-02T08:27:27Z |
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