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Journal : Economic Reviews Journal

Pengaruh Kualitas Pelayanan, Customer Relationship Management (CRM) dan Brand Image Terhadap Keputusan Konsumen Menggunakan Jasa Ekspedisi JNE Counter Berkah, Semarang Mutia, Yunna; Febryantahanuji, Febryantahanuji; Wahyuning, Sri
Economic Reviews Journal Vol. 4 No. 4 (2025): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v4i4.930

Abstract

This study aims to analyze the influence of service quality, customer relationship management (CRM), and brand image on consumer decisions in using the delivery services of JNE Counter Berkah in Semarang City. This research employs a quantitative approach with a survey method. The population consists of all consumers who have used the services of JNE Counter Berkah, with a total sample of 100 respondents determined through questionnaires, literature review, and observation. Data were collected using questionnaires and analyzed through descriptive and inductive analysis.The results of the study indicate that both partially and simultaneously, service quality, CRM, and brand image have a positive and significant effect on consumer decisions. Among these three variables, service quality has the most dominant influence on consumer decisions in choosing JNE Counter Berkah’s delivery services. These findings suggest that improving service quality, maintaining good customer relationships, and strengthening brand image can enhance consumer purchasing decisions.
Co-Authors Ade Mubarok Agung Satrio Nugroho Agus Priyadi Agus Supriyanto AlBashori, Muhammad Faturohman Andriya Risdwiyanto Anwar, Andi Rozihan Arga adriansah ARY SUBIYANTORO Ayu Miranti Kusumaningrum Bambang Widjanarko Susilo Basuki Rahmat Masdi Siduppa Benny Cuaca Budiningrum, Endah Wening Cempaka Kumala Sari Chandrasa Soekardi Delinda Dalis Yuliani Dewi Retno Putri Dhevi Dadi Kusumaningtyas Edy Susanto Eka Satria Wibawa Eka Satria Wibawa, Eka Satria Elmareza Aizzani Elys Amalia Eni Endaryati ENI ENDARYATI Evita Dwi Damayanti Fadila, Nisa Faturochman, Ersha Febryantahanuji Febryantahanuji Fransiska Bhoko Galuh Aninditiyah Harsono Harsono Haryo Kusumo Hendri Rasminto Herlambang, Susatyo Hidayatul Khikmah Himawan Agung Nugroho Indah Sulistyowati, Indah Isma, Syahadah Ita Noviana Jarot Dian Susatyono Jikri Nurhafidh Mulki Kasih Purwantini Khuan, Hendri kumalasari subroto, vivi Kusumaningtyas, Dhevi Dadi Lestari, Ode Sarni Sri Luluk Priyanti Mochamad Ramdan, Andry Muhammad Fatkhurohman Albashori Mulyono Mulyono Mutia, Yunna mutiara hapsari, cinthia Mutiara Sukarno Nindi Anggi Wardan Nindi Anggi Wardani Nisrina, Safira Fegi Nugroho, Himawan Agung Nur Inayah Nur Rokhman Nur Romdhonah, Fitri Prafika, Janna Purnama Andri Murdapa Ratnaningrum Ratnaningrum Rezky Eko Prasetyo rinayati rinayati Rinayati Rinayati Risma Nurhapsari Rofik, Mochamad Sapitri, Mika Yulia Sari, Cempaka Kumala Selly Silviawati Setiyo Prihatmoko SHOLIHIN, MOH. Sindhu Rakasiwi Soedjarwo, Soedjarwo Subandi Subandi Sugeng Santoso Sugeng Santoso Sukarno, Mutiara Sukemi Kamto Sudibyo Sunarto, S Vivi Kumalasari, Vivi Wahyudiyono Wahyudiyono, Wahyudiyono Widyastuti Widyastuti Wini Angraeni Wiryanto, W Yuliantoharinugroho, Yuliantoharinugroho Zahra Dinul Khaq