Setyawan, Tyang Awan (2021) Analisis pengaruh financial strategies, basic operational, intermodal operations, social strategies terhadap customer satisfaction dan customer loyalty pelanggan jne di Surabaya. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
ABSTRAK Tyang Awan Setyawan (02011180047) ANALISIS PENGARUH FINANCIAL STRATEGIES, BASIC OPERATIONAL, INTERMODAL OPERATIONS, SOCIAL STRATEGIES TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY PELANGGAN JNE DI SURABAYA (xviii + 146 halaman: 12 gambar, 38 tabel; 5 lampiran) Industri logistic telah menjadi salah satu industry yang berperan penting dalam dunia bisnis. Bisnis logisticsecara umum memiliki berbagai jenis, salah satu diantaranya yang akan dibahas dalam penelitian ini secara spesifik adalah perusahaan jasa pengiriman barang. Pada era saat ini, perkembangan industry logistic cukup dinamis karna adanya perubahan gaya hidup masyarakat yang mendorong untuk mendapatkan kemudahan dalam melakukan pengiriman barang. Dengan adanya fenomena yang berkembang saat ini, Industri pengiriman barang mengalami pertumbuhan positif dimana di setiap tahun perkembangan e-commerce yang tercatat 500% dalam empat tahun terakhir. Asosiasi Logistik dan Forwarder Indonesia (ALFI) memprediksi potensi pertumbuhan bisnis logistik di Indonesia bisa mencapai lebih dari 30% pada 2020. Salah satu perusahaan yang berhasil beradaptasi dan menyesuaikan strateginya dengan keadaan yang telah terjadi adalah PT Tiki Jalur Nugraha Ekakurir yang merupakan perusahaan penyedia jasa pengiriman barang yang besar di Indonesia. Pada penelitian ini memiliki tujuan untuk menganalisis bagaimana pengaruh Finnancial Strategies, Basic Operations, Intermodal Operations, Social Strategies dan Customer Satisfaction terhadap Customer Loyalty. Dan penelitian ini mengharapkan dapat memberikan manfaat dalam menambah pengetahuan dalam bidang manajemen, terutama seberapa besar pengaruh yang dimiliki Customer Satisfaction dalam meningkatkan Customer Loyalty yang kemudian akan memberikan dampak positif bagi perusahaan JNE. Penelitian kausal dan metode kuantitatif akan digunakan dalam penelitian ini dengan melakukan pengolahan data pada aplikasi AMOS versi 22.0. Data akan dikumpulkan dengan melakukan pengedaran kuesioner terhadap 125 responden dengan karakteristik pria dan wanita berusia 18 - 60 tahun, bertempat tinggal di Surabaya, dan telah menggunakan jasa layanan pengiriman barang JNE lebih dari 2 kali dalam 6 bulan terakhir. Pada penelitian ini hasil menunjukkan bahwa variabel yang berpengaruh positif signifikan terhadap Customer Satisfaction adalah Finnancial Strategies, dan yang tidak berpengaruh signifikan adalah Basic Operational, Intermodal Operations, Social Stratgies. Kemudian Customer Satisfaction berpengaruh positif signifikan terhadap Customer Loyalty / ABSTRACT Tyang Awan Setyawan (02011180047) ANALYSIS OF THE EFFECT OF FINANCIAL STRATEGIES, BASIC OPERATIONAL, INTERMODAL OPERATIONS, SOCIAL STRATEGIES ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY OF JNE IN SURABAYA (xviii+ 146 pages: 12 pictures, 38 tables; 5 appendices) The logistics industry has become one of the industries that play an important role in the business world. Logistics business, in general, has various types, one of which will be discussed in this study specifically is a freight forwarder. In the current era, the development of the logistics industry is quite dynamic due to changes in people's lifestyles that encourage them to get convenience in delivering goods. With the current growing phenomenon, the freight forwarding industry is experiencing positive growth where every year the development of e-commerce is recorded at 500% in the last four years. The Indonesian Logistics and Forwarders Association (ALFI) predicts that the growth potential of the logistics business in Indonesia could reach more than 30% in 2020. One of the companies that have successfully adopted and adapted its strategy to the current situation is PT Tiki Jalur Nugraha Ekakurir, a shipping service provider company. big stuff in Indonesia. This study aims to analyze how the influence of Financial Strategies, Basic Operations, Intermodal Operations, Social Strategies, and Customer Satisfaction on Customer Loyalty. And this research hopes to provide benefits in increasing knowledge in the field of management, especially how much influence Customer Satisfaction has in increasing Customer Loyalty which will then have a positive impact on JNE companies. Causal research and quantitative methods will be used in this study by processing data on the AMOS version 22.0 application. Data will be collected by distributing questionnaires to 125 respondents with male and female characteristics aged 18-60 years, residing in Surabaya, and having used JNE freight forwarding services more than 2 times in the last 6 months. In this study, the results show that the variables that have a significant positive effect on Customer Satisfaction are Financial Strategies, and those that have no significant effect are Basic Operations, Intermodal Operations, and Social Strategies. Then Customer Satisfaction has a significant positive effect on Customer Loyalty.
Item Type: | Thesis (Bachelor) | ||||||||||||
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Uncontrolled Keywords: | financial strategies, basic operational, intermodal operations; social strategies; 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 > Management Current > Faculty/School - UPH Surabaya > Business School > Management |
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Depositing User: | Users 5411 not found. | ||||||||||||
Date Deposited: | 30 Nov 2021 08:34 | ||||||||||||
Last Modified: | 22 Mar 2022 06:46 | ||||||||||||
URI: | http://repository.uph.edu/id/eprint/42995 |
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