Pengaruh Word Of Mouth dan Service Quality Terhadap Kepuasan Konsumen Pada Jasa Ekspedisi J&T Ekspress. (The Influence of Word of Mouth and Service Quality on Consumer Satisfaction with J&T Express Expedition Services).

Novitasari, Meisha Yana (2023) Pengaruh Word Of Mouth dan Service Quality Terhadap Kepuasan Konsumen Pada Jasa Ekspedisi J&T Ekspress. (The Influence of Word of Mouth and Service Quality on Consumer Satisfaction with J&T Express Expedition Services). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

The development of the business world is currently growing, especially in the field of online shops, this can be seen from the large number of goods that must be delivered by expedition services to online shop consumers, as an expedition service, they must be able to maintain the trust given by their customers by providing good service, so that the J&T Ekspress expedition service company can attract consumers to use its services again and recommend potential customers to use the J&T Express expedition service because the service quality is very good. Therefore the researchers tried to explain in detail the influence of Word Of Mouth and Service Quality on consumer satisfaction using J&T Ekspress expedition services. This study used a quantitative method by distributing questionnaires as an instrument and the sample of this study used 96 respondents. The conclusion of the results obtained in this study is that the Word Of Mouth and Service Quality variables have a significant influence on consumer satisfaction using the J&T Ekspress expedition service. Keywords: Word Of Mouth, Service Quality, Consumer Satisfaction

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