Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan Jasa Pengiriman Barang Melalui Shopee Express Surabaya. (The Effect of Service Quality and Price on Customer Loyalty of Goods Delivery Services Through Shopee Express Surabaya).

Choiruddin, Muhammad Firman (2024) Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan Jasa Pengiriman Barang Melalui Shopee Express Surabaya. (The Effect of Service Quality and Price on Customer Loyalty of Goods Delivery Services Through Shopee Express Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

One of the impacts of the growth of digitalization is the expansion of business operations on e-commerce platforms, especially the growth and development of digital-based businesses which are expanding into wholesale and retail trade as well as other service industries such as transportation and warehousing. Along with the high growth of the E-Commerce business, there is a need for goods delivery transportation services that have good service quality at affordable prices to support E-Commerce competition in Indonesia. The large number of E-Commerce businesses in the field of transportation and delivery of goods means that business people have to think about ways to compete with competitors in the same field. Therefore, improvements and innovations are needed in order to win the competition, such as improving service quality and service delivery prices. The purpose of this research is to determine the quality of service and price on customer loyalty for goods delivery services via Shopee Express Surabaya. In this research, data was collected using a questionnaire method from 100 respondents obtained using a technique (Purposive Sampling). Then analysis was carried out on the data obtained in the form of quantitative analysis. Quantitative analysis includes validity and reliability tests, classical assumption tests, hypothesis testing via the t test and the coefficient of determination analysis test (R2). The data analysis technique used is multiple linear analysis. The research results show that the two independent variables, namely Service Quality and Price, have an influence on the dependent variable, namely Customer Loyalty, and the most dominant influence is the Price variable.

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