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All Journal Jurnal Ilmiah Teknik Industri
Khajar, Siti
Universitas Muhammadiyah Surakarta
Industrial & Manufacturing Engineering

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Analisis Loyalitas Pelanggan Industri Jasa Pengiriman Menggunakan Structural Equation Modeling Zuhri, Sarika; Andriansyah, Andriansyah; Asmadi, Didi; Khajar, Siti
Jurnal Ilmiah Teknik Industri Vol. 15, No. 2, Desember 2016
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jiti.v15i2.2558

Abstract

Customer loyalty is important for both product and service industries. A loyal customer keeps using the company’s product and services. For a shipping service company, retaining existing customers in order to remain faithful will certainly be very crucial. This study was to determine relationship between variables affecting customer loyalty at PT. Pos Indonesia-Banda Aceh, a shipping service industry. The research used Structural Equation Modeling (SEM) and with samples of 153 questionnaires obtained through a non-probability sampling technique. By using AMOS software, it can be concluded that the perceived quality does affect customer satisfaction, perceived value has influence on the customer satisfaction, the customer satisfaction is influential to trust and the trust itself has positive influence on customer loyalty.
Co-Authors Andriansyah Andriansyah Asmadi, Didi Zuhri, Sarika