Pengaruh perceived quality, perceived value of cost, brand identification, trust and lifestyle congruence terhadap customer loyalty

Geraldi, Albert Lee (2023) Pengaruh perceived quality, perceived value of cost, brand identification, trust and lifestyle congruence terhadap customer loyalty. Bachelor thesis, UPH.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Brand Identification, Customer Loyalty, Customer Satisfaction, Lifestyle Congruence, Perceived Quality, Perceived Value Of Cost, Trust pada jasa pengiriman J&T Express. Penelitian ini menggunakan metode survei dengan kuesioner sebagai alat pengumpulan data dari konsumen yang telah menggunakan jasa pengiriman J&T. Jenis penelitian ini adalah kuantitatif, menggunakan sampel 50 konsumen yang menggunakan jasa pengiriman paket J&T. Teknik analisis data menggunakan SEM PLS. Hasil penelitian menunjukkan bahwa Perceived Quality, perceived value, dan Trust memiliki pengaruh positif yang signifikan terhadap consumer satisfaction jasa pengiriman J&T Express. Sedangkan Brand Identification dan Lifestyle Congruence tidak berpengaruh positif terhadap Customer Satisfaction jasa pengiriman J&T Express. Serta Customer Satisfaction memiliki pengaruh positif terhadap Customer Loyalty jasa pengiriman J&T Express. Temuan ini memiliki implikasi penting bagi pemasar untuk meningkatkan kualitas produk atau layanan, membangun kepercayaan dengan konsumen, serta terus mengutamakan kepuasan pelanggan jasa pengiriman J&T Express.

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