The influence of perceived usefulness, technological innovativeness and service quality toward customer loyalty on PT Glory Ocean Lines, Medan

Wijaya, Javier Alvarez (2023) The influence of perceived usefulness, technological innovativeness and service quality toward customer loyalty on PT Glory Ocean Lines, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

PT Glory Ocean Lines is one of the well-known sea freight companies in sea freight industries. The objective of this research is to analyze both Perceived Usefulness, Technological Innovativeness and Service Quality influence in maintaining Customer Loyalty on PT Glory Ocean Lines. Perceived Usefulness, Technological Innovativeness and Service Quality have an important role in shaping Customer Loyalty. Perceived Usefulness, Technological Innovativeness and Service Quality are highly connected with Customer Loyalty and company profitability. In this research, the writer used quantitative research design. The writer used descriptive and causal approach. The sampling technique used is census sampling. The population will be all employees and sample size were 95 customers at PT Glory Ocean Lines. This research also passed the validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression test and the equation is Y = 0.267X1 + 0.534 X2+ 0.214 X3. The result of hypothesis test, Perceived Usefulness, Technological Innovativeness, and Service Quality partial and simultaneously have an influence on Customer Loyalty at PT Glory Ocean Lines. Furthermore, Perceived Usefulness, Technological Innovativeness, and Service Quality have 60.4% influence on Customer Loyalty. Recommendations for PT Glory Ocean Lines include improvement on the technology used because the operation, improve the delivery technology of goods that can be accessed by customers and improves the services provided to customers such as fast management of transactions both in terms of documents and others. / PT Glory Ocean Lines adalah salah satu perusahaan angkutan laut terkenal di industri angkutan laut. Tujuan dari penelitian ini adalah untuk menganalisis baik kegunaan yang dirasakan, inovasi teknologi dan Pengaruh Kualitas Layanan dalam menjaga loyalitas pelanggan pada PT Glory Ocean Lines. Kegunaan yang dirasakan, inovasi teknologi dan kualitas layanan memiliki peran penting dalam membentuk Loyalitas Pelanggan. Kegunaan yang dirasakan, inovasi teknologi dan kualitas layanan sangat terkait dengan Loyalitas Pelanggan dan profitabilitas perusahaan. Dalam penelitian ini penulis menggunakan desain penelitian kuantitatif. Penulis menggunakan pendekatan deskriptif dan kausal. Teknik sampling yang digunakan adalah census sampling. Populasi akan semua karyawan dan ukuran sampel adalah 95 pelanggan di PT Glory Ocean Lines. Penelitian ini juga lolos uji validitas, uji reliabilitas, uji normalitas, uji multikolinieritas, uji heteroskedastisitas, uji regresi linier berganda dan persamaan Y = 0, 267x1 + 0, 534x2+ 0, 214x3. Hasil uji hipotesis, Perceived Usefulness, Technological Innovativeness, dan Service Quality secara parsial dan simultan berpengaruh terhadap loyalitas pelanggan pada PT Glory Ocean Lines. Selain itu, Perceived Usefulness, Technological Innovativeness, dan Service Quality memiliki pengaruh sebesar 60,4% Terhadap Loyalitas Pelanggan. Rekomendasi untuk PT Glory Ocean Lines meliputi perbaikan teknologi yang digunakan karena pengoperasiannya, meningkatkan teknologi pengiriman barang yang dapat diakses oleh pelanggan dan meningkatkan layanan yang diberikan kepada pelanggan seperti manajemen transaksi yang cepat baik dari segi dokumen maupun lainnya.

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