Analisis Pengaruh Kualitas Pelayanan, Kepercayaan dan Persepsi Harga Melalui Kepuasan Pelanggan terhadap Loyalitas Pelanggan (Studi Pada Pelanggan Jasa Titip Surabaya-Ende) (Analysis of the Influence of Service Quality, Trust and Price Perception Through Customer Satisfaction on Customer Loyalty (Study on Customers of Surabaya-Ende Titip Services))

Kiik, Nita Griselda (2022) Analisis Pengaruh Kualitas Pelayanan, Kepercayaan dan Persepsi Harga Melalui Kepuasan Pelanggan terhadap Loyalitas Pelanggan (Studi Pada Pelanggan Jasa Titip Surabaya-Ende) (Analysis of the Influence of Service Quality, Trust and Price Perception Through Customer Satisfaction on Customer Loyalty (Study on Customers of Surabaya-Ende Titip Services)). Masters thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

The proliferation of online shopping systems has created new business opportunities, one of which is known by the public as a courier service. A delivery service is a service for depositing groceries from various e-commerce sites such as Shope, Lazada, TokoPedia and various online shops. The purpose of this study was to determine the Analysis of the Effect of Service Quality, Trustworthiness, and Price Perception through Customer Satisfaction on Surabaya-Ende Titip Services. The type of research used in this research is quantitative research methods. population of all customers of Surabaya-Ende Titip Service, the sample used in this study amounted to 120 customers. In this study, data collection was carried out by means of a questionnaire. Management of data in this study using Partial Least Squeare (PLS) analysis tool. The results of the analysis can be concluded that Service Quality, Trust and Price Perception have a positive and significant effect on Customer Loyalty, while Service Quality, Trust and Price Perception also have a positive and significant effect on Customer Satisfaction with Surabaya-Ende Services. Keywords: Service Quality, Trust, Price Perception, Customer Satisfaction, Customer Loyalty

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