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Zahrok’u Syarofah
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Economics, Econometrics & Finance

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Pengaruh Kualitas Layanan, Citra Perusahaan, Kepuasan Konsumen dan Penanganan Komplain Terhadap Loyalitas Pelanggan J&T Express Singosari Zahrok’u Syarofah; Rois Arifin; Alfian Budi Primanto
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 10 No. 11 Februari 2021
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract

Abstrack This study aims to determine the effect of service quality, company image, customer satisfaction and complaint handling. The object of this research is the Singosari community with a sample size of 102 respondents who have made deliveries to J&T Express. The sampling technique used purposive sampling. Data collection techniques using questionnaires and data analysis tools. Based on the results of partial research analysis, service quality has a significant effect on customer loyalty. While partially service quality has a significant effect on customer loyalty. Meanwhile, partially, company image has a significant effect on customer loyalty. While partially customer satisfaction has a significant effect on customer loyalty. Meanwhile, the partial handling of complaints has a significant effect on customer loyalty. Keywords: Effect of Service Quality, Company Image, Customer Satisfaction and Complaint Handling.
Co-Authors Alfian Budi Primanto Rois Arifin