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Kurniawan, Krisna
Fakultas Ilmu Komunikasi Universitas dr. Soetomo
Arts Humanities Languange, Linguistic, Communication & Media Library & Information Science Social Sciences

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Loyalitas Konsumen JNE Surabaya: Korelasi antara Marketing Public Relations dan Kualitas Pelayanan Kurniawan, Krisna; Zulaikha, Zulaikha
Jurnal Komunikasi Profesional Vol 2, No 1 (2018)
Publisher : Fakultas Ilmu Komunikasi Universitas dr. Soetomo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (127.929 KB) | DOI: 10.25139/jkp.v2i1.911

Abstract

This research aims to know the influence of marketing public relation and service quality against customer loyalty at PT Tiki Jalur Nugraha Ekakurir (JNE) Surabaya. The variables used in this study i.e. marketing public relation, service quality, and customer loyalty. The population used in this study are all the consumers who use the service delivery on PT Tiki Jalur Nugraha Ekakurir (JNE) Surabaya.As for the sampling technique used was purposive sampling technique with the total sample as many as 140 respondents. In this research analysis technique used was multiple linear regression analysis. The test results showed that the variables consist of marketing public relation, service quality effect significantly to consumer loyalty on the PT Tiki Jalur Nugraha Ekakurir (JNE) Surabaya. These results indicate that the variable quality of service had a dominant influence on consumer loyalty against PT Tiki Jalur Nugraha Ekakurir (JNE) Surabaya. Keywords: marketing public relation, service quality, consumer loyalty
Co-Authors Zulaikha Zulaikha