Analisis faktor yang mempengaruhi kepuasan dan loyalitas pengguna jasa kargo (studi kasus pt bex)

Andika, Arif (2019) Analisis faktor yang mempengaruhi kepuasan dan loyalitas pengguna jasa kargo (studi kasus pt bex). Masters thesis, Institut Pertanian Bogor.

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Abstract

The tight competition in the cargo and logistics industry makes the company map the market and specifications for its market prey. PT BEX itself chooses a market share with special handling items, where these items require special handling such as fragile goods, pharmaceuticals, medical devices, electronics and goods that have high selling value. Decreasing sales at PT BEX every year is a serious problem for the company. The objectives of this study are (1) To analyze the effect of physical evidence, reliability, responsiveness, assurance, intimacy and price on satisfaction in using cargo at PT BEX, (2) Analyzing the effect of satisfaction on loyalty in using cargo at PT BEX, (3) Formulating management policy in increasing customer satisfaction and loyalty. This study has six exogenous variables (physical evidence, reliability, responsiveness, assurance, intimacy, price), intervening variables namely satisfaction, and endogenous variables, namely loyalty. Data collection techniques by means of purposive sampling. Data collected based on self-reports as many as 120 respondents and in-depth interviews. The Likert scale used is strongly agree (4), agree (3), disagree (2), strongly disagree (1). Time for data collection in November 2018 to December 2018. Data analysis uses Partial Least Square (PLS). The results of the study indicate that (1) physical evidence and guarantees are not considered to have an influence on customer satisfaction. While price, responsiveness, reliability, intimacy have a significant influence on customer satisfaction. (2) PT BEX customer satisfaction has a significant influence on loyalty. (3) return of DO or other return documents as customer requirements can be submitted first to the website and BEX application, applying SOP for service in rangkan increases responsiveness with a time limit not exceeding ten minutes, makes an automatic notification application about the position of goods, the company needs cooperating with similar companies, making a personal approach to customers by way of a home visit, evaluating employees to customers regarding courtesy, employee friendliness and reporting all SOPs for handling goods to customers.

Item Type: Thesis (Masters)
Uncontrolled Keywords: intimacy, kargo, kepuasan, loyalitas, service quality. Partial Least Square, PLS cargo, intimacy, loyalty, satisfaction, service quality
Subjects: Manajemen Pemasaran
Depositing User: SB-IPB Library
Date Deposited: 27 Jun 2019 06:44
Last Modified: 27 Jun 2019 06:44
URI: http://repository.sb.ipb.ac.id/id/eprint/3381

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