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All Journal JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK
Hardi Mulyono
Faculty of Economic, Universitas Muslim Nusantara Al Washliyah
Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering Transportation

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Servicecape Analysis To Customer Satisfaction In Delivery Service Company With Customer Trust As Intervening Variable Hardi Mulyono; Muhammad Hilman Fikri; Abd Rasyid Syamsuri
Jurnal Manajemen Industri dan Logistik Vol. 7 No. 1 (2023): 14 original research articles were authored/co-authored by 41 authors from 1 co
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30988/jmil.v7i1.1023

Abstract

The number of people who send goods to each other  makes delivery services very important. The development of internet technology  has a great  contribution to the community  need for goods delivery services. For  buying and selling goods business , it is not only limited to face-to-face but  also be done through online media. This research was  conducted using sampling technique namely convenience sampling with consideration of convenience, such as respondents who are easier to find by researchers (Sugiarto, 2011). Respondents in this study were   Costumer s who use delivery service companies with the following criteria: Have used delivery services in the last six months. The number of respondents used was  as many as 120 respondents with 22 types of attributes in the questionnaire. The results of the study showed that there was a positive and significant relationship between the servqual variable and  Costumer  trust; there was  no positive and significant effect between servicecape variables on  Costumer  trust; service quality on  Costumer  loyalty did  not have a significant and positive effect; there was  no effect of servicecape on  Costumer  loyalty; there was  a positive and significant effect of the  Costumer  trust variable on  Costumer  loyalty.
Co-Authors Muhammad Hilman Fikri