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All Journal JURNAL RELASI STIE MANDALA JEMBER UNEJ e-Proceeding Bisma: Jurnal Bisnis dan Manajemen Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences As-Sidanah : Jurnal Pengabdian Masyarakat JPMA MIMBAR INTEGRITAS International Journal of Management Research and Economics Relasi : Jurnal Ekonomi Global Management: International Journal of Management Science and Entrepreneurship eJEBA
Diah Yulisetiarini
Fakultas Ekonomi Dan Bisnis, Universitas Jember
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : UNEJ e-Proceeding

 1 
PENGARUH NILAI PELANGGAN, KUALITAS LAYANAN, HARGA DAN KEPERCAYAAN TERHADAP LOYALITAS MELALUI KEPUASAN PENUMPANG KERETA API SRI TANJUNG JEMBERYOGYAKARTA PT. KAI DAOP IX JEMBER Diah Yulisetiarini; Ketut Indraningrat; Hafifatul Hijriah
UNEJ e-Proceeding 2018: Prosiding Seminar Nasional Manajemen dan Bisnis III (SNMB3)
Publisher : UPT Penerbitan Universitas Jember

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Abstract

AbstrakPenelitian ini bertujuan untuk mengetahui pengaruh nilai pelanggan, kualitas layanan, harga,dan kepercayaan terhadap loyalitas melalui kepuasan penumpang kereta api Sri TanjungJember-Yogyakarta PT. KAI Daop IX Jember. Populasi penelitian ini adalah seluruh penumpangkereta api Sri Tanjung. Teknik pengambilan sampel yang digunakan adalah purposive samplingdengan sampel sebanyak 120 responden. Metode analisis yang digunakan adalah analisis jalur(path analysis). Hasil penelitian ini menunjukkan bahwa nilai pelanggan tidak berpengaruhsignifikan terhadap kepuasan konsumen. Kualitas layanan berpengaruh signifikan terhadapkepuasan konsumen. Harga berpengaruh signifikan terhadap kepuasan konsumen.Kepercayaan berpengaruh signifikan terhadap kepuasan konsumen. Nilai pelanggan tidakberpengaruh signifikan terhadap loyalitas konsumen. Kualitas layanan berpengaruh signifikanterhadap loyalitas konsumen. Harga berpengaruh signifikan terhadap loyalitas konsumen.Kepercayaan berpengaruh signifikan terhadap loyalitas konsumen. Kepuasan konsumenberpengaruh signifikan terhadap loyalitas konsumen.Kata Kunci: harga, kualitas, kepuasan, kepercayaan, loyalitas, nilai
Influence of Customer Experience, Location, and Price On Loyalty Through Positive Word of Mouth on Customers of Kai Logistics Express DAOP IX Diah Yulisetiarini; Olza Yahzunka Edcintha; Mochammad Farid Afandi
UNEJ e-Proceeding 2021: International Conference on Management, Business, and Technology (ICOMBEST) 2021
Publisher : UPT Penerbitan Universitas Jember

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Abstract

This study aims to determine the effect of customer experience, location, and price on customer loyalty through positive word of mouth on KAI Logistics Express DAOP IX service customers. The population of this study is KAI Logistics service customer Express DAOP IX . The sampling technique used is purposive sampling with a sample of 150 respondents. The analysis method used is path analysis. The results of this study showed that customer experience and location have no significant effect on the positive word of mouth in KAI Logistics DAOP IX service customers. Price has a significant effect on the positive word of mouth in KAI Logistics DAOP IX service customers. Customer experience has no significant effect on loyalty to KAI Logistics DAOP IX service customers. Location, price, and positive word of mouth affect loyalty to KAI Logistics DAOP IX service customers. Customer experience, location, and price through positive word of mouth have little indirect influence rather than direct influence. Keyword: Customer experience, location, loyalty, positive word of mouth, price.
Co-Authors Aulia Nugraheni Azimatul Mauna Bambang Irawan Bambang Irawan /E21207042 Deasy Wulandari Fandiyanto, Randika Febri Sharenda Akbar Gusti Ayu Wulandari Hadi P Hafifatul Hijriah Handriyono Handriyono Hari Sukarno Imam Suroso Irmawati, Herliana Ketut Indraningrat Kristian Suhartadi Widi Nugraha Maemonah, Maemonah Mochammad Farid Afandi Mochammad Nasirudin Mohamad Jajang I Mohammad Dimyati Nadifa Diendara Nurul Alviah Olza Yahzunka Edcintha Prasetyaningtiyas, Susanti Rachmi Masnilah Rasikh Hardilegawa Catureswara Reiga Ritomiea Ariescy Rini Kartika Sari Rizal Syahrial Riadi RR. Ella Evrita Hestiandari Satar Satar SUDARSIH SUDARSIH Sudarsih Sudarsih Susanti Prasetiyangtyas Susanti Prasetiyaningtiyas Susanti Prasetyaningtyas Tatok Endhiarto Utomo, Hardian Dwi Vidia Yunita Kurnia Yudhiharso, Wiji Zulham Zulham