Pengaruh Kualitas Pelayanan, Ketepatan Waktu Dan Tarif Pengiriman Terhadap Loyalitas Pelanggan ( Studi Kasus Pengguna Ekspedisi JNE Cabang Bima, Kota Bima)

Mita Puspitasari, N. Rachma, Aleria Irma Hatneny

Abstract


Abstract

 

The purpose of this study was to analyze tbe effect of service quality, timeliness, and delivery rates on loyalty with customer satisfaction as an (case study of JNE Expeditionary users, bima branch, bima city). The method used in this research is explanatory research, the sampling technique used is the accidental quata sampling technique. The population and samples used were 91 respondents. The analysis technique uses multiple linear regression analysis. The result of this study are the quality of service, timeliness, shipping rates have a significant effect on loyalty.

 

Keywords: service quality, timeliness, shipping rates and customer loyalty


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