Vanessa, Vanessa (2023) Pengaruh relationship marketing, switching cost dan service quality terhadap customer satisfaction dan pada akhirnya membentuk customer loyalty pada PT Lautan Indomas Utama Medan. Masters thesis, Universitas Pelita Harapan.
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Abstract
Perkembangan usaha layanan kargo dan ekspedisi saat ini semakin pesat di Indonesia. PT Lautan Indomas Utama Medan merupakan salah satu perusahaan yang bergerak dibidang freight forwading yang lengkap dapat memudahkan para pelanggan dalam melakukan pengiriman barang. Tujuan dari penelitian ini adalah untuk mengetahui dan menganalisis pengaruh dari Relationship Marketing, Switching Costs dan Service Quality terhadap Customer Satisfaction dan Customer Loyalty pada PT Lautan Indomas Utama Medan. Sampel yang digunakan adalah sebanyak 68 responden dengan menggunakan SPSS versi 26 sebagai Software untuk mengolah data. Temuan empiris tersebut mengindikasi bahwa dari pengolahan data yang telah dilakukan, di peroleh relationship marketing berpengaruh signifikan terhadap switching cost, service quality berpengaruh signifikan terhadap switching cost, relationship marketing berpengaruh signifikan terhadap customer satisfaction, service quality berpengaruh signifikan terhadap customer satisfaction, relationship marketing berpengaruh signifikan terhadap customer loyalty, service quality berpengaruh signifikan terhadap customer loyalty, switching cost berpengaruh signifikan terhadap customer loyalty dan customers satisfaction berpengaruh signifikan terhadap customer loyalty.
Item Type: | Thesis (Masters) | ||||||||||||
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Uncontrolled Keywords: | relationship marketing; switching costs; service quality; customer satisfaction; customer loyalty | ||||||||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Surabaya > Business School > Master of Management Current > Faculty/School - UPH Surabaya > Business School > Master of Management |
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Depositing User: | Users 27701 not found. | ||||||||||||
Date Deposited: | 13 Feb 2024 02:52 | ||||||||||||
Last Modified: | 13 Feb 2024 02:52 | ||||||||||||
URI: | http://repository.uph.edu/id/eprint/61873 |
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