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Febryantahanuji Febryantahanuji
Universitas Sains Dan Teknologi Komputer
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Journal : Economic Reviews Journal

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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 Achmad Solechan Ahmad Ashifuddin Aqham Arsito Ari Kuncoro Ayu Miranti Kusumaningrum Bambang Widjanarko Susilo Bayu Agus Pamabudi Benny Cuaca budi hartono Budi Hartono Danang Danang Danang, Danang Danang, Danang Dani Sasmoko Edy Noriyanto Edy Susanto Eka Satria Wibawa Eko Siswanto Eko Siswanto Elok Rosyidah Erwan Hidayat Erwan Nur Hidayat Fandholi, Achmad Fany Frisca Tiara Zheninta Galuh Aditya Galuh Aninditiyah Hadi Yusuf Hadi Yusuf Hannief Giarni Haryo Kusumo Haryo Kusumo Hendri Rasminto Iddo Elianta Herlambang Iddo Elianta Herlambang Iman Saufik Suasana Jaelani Jaelani Jarot Dian Susatyono Jarot Dian Susatyono Jarot Jarot Dian, Jarot Dian Susatyono Jarot, Jarot Dian Susatyono Kasih Purwantini Kharismawati, Ria Khoirur Rozikin Kinanti Sekar Arum Kusumo, Haryo Lutmawati Lutmawati M. Frisky Pandu Maryati, Rima Febriana Maya Utami Dewi Metta, Wimala Marsela Migunani Migunani Muhammad Ryza Awwali , Sulartopo, Muhammad Ryza Awwali , Mutia, Yunna Nanik Lestari Nanik Qosidah Nindi Anggi Wardani PADJAR SETYO BUDI Pratiwi, Intan Rezky Eko Prasetyo Ria Kharismawati Rima Febriana Maryati Rini Rubhiyanti Rini Rubhiyanti Rini Rubhiyanti Rini Rubhiyanti Rini Rubhiyanti Risma Nurhapsari Rohman, M Aguts RR. Ella Evrita Hestiandari Rusito Sekar Putri Pertiwi Sekar Putri Pertiwi Setiyo Prihatmoko Sindhu Rakasiwi SITI KHOLIFAH Somad, Mohamad Ali Sri Wahyuning Sumaryanto Suprapti Suprapti Tantik Sumarlin . Toni Wijanarko Adi Putra Triyani Triyani Uswatun Khasanah Vivi Kumalasari, Vivi Yuli Fitrianto Yussi Anggraini Zaenal Mustofa Zahra Dinul Khaq Zarah Dinul Khaq