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All Journal Jurnal Ilmu Dasar Jurnal Ekonomi & Bisnis PNJ (JEKBIS PNJ) Excellent Dinamika Hukum Jurnal Ekonomi dan Kewirausahaan MIIPS PARENTAL Jurnal Ekonomi & Studi Pembangunan Benefit: Jurnal Manajemen dan Bisnis Acta Comitas Jurisprudence Indigenous: Jurnal Ilmiah Psikologi Panggung SOSIOHUMANIORA: Jurnal Ilmiah Ilmu Sosial dan Humaniora Wacana Akademika : Majalah Ilmiah Kependidikan INKUIRI : Jurnal Pendidikan IPA MEDIA BINA ILMIAH PROCEEDING ICTESS (Internasional Conference on Technology, Education and Social Sciences) Jurnal Kewirausahaan dan Bisnis JURNAL PENDIDIKAN TAMBUSAI Jurnal Ilmiah Pendidikan dan Pembelajaran Prosiding SAKTI (Seminar Ilmu Komputer dan Teknologi Informasi) Jurnal MediaTIK Jurnal STIE Semarang (Edisi Elektronik) Account : Jurnal Akuntansi, Keuangan dan Perbankan Jurnal Ekonomi dan Kebijakan Publik Indonesia Indonesian Journal of Clinical Pathology and Medical Laboratory (IJCPML) International Journal of Economics, Business and Accounting Research (IJEBAR) Jantra Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Dinamika Kerajinan dan Batik : MAJALAH ILMIAH Jurnal Magister Administrasi Publik Jurnal HUMMANSI (Humaniora, Manajemen, Akuntansi) Widyaparwa
Mulyanto Mulyanto
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Journal : Jurnal HUMMANSI (Humaniora, Manajemen, Akuntansi)

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PENGARUH KUALITAS LAYANAN, COMPLAINT HANDLING DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN Mulyanto Mulyanto; Ika Susilowati
Jurnal HUMMANSI (Humaniora, Manajemen, Akuntansi) Vol 4 No 1 (2021): Jurnal HUMMANSI (Humaniora, Manajemen, dan Akuntansi
Publisher : Sekolah Tinggi Ilmu Komputer YOS SUDARSO Purwokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (927.252 KB) | DOI: 10.33488/1.jh.2021.1.278

Abstract

This study aims to test and analyze how the influence of service quality, compliance handling and corporate image on customer loyalty at PT JNE Cilacap branch. The population in this study were 88 customers at PT JNE Cilacap Branch. The technique of collecting data by distributing questionnaires. The analysis used is the validity test, reliability test, classic assumption test, multiple linear regression analysis test and the coefficient of determination. The data processing tool used is SPSS for windows version 23.0. The results of this study indicate that: (1) Service Quality has a positive and significant effect on Customer Loyalty, (2) Complaint Handling has a negative and insignificant effect on Customer Loyalty, (3) Company image has a negative and insignificant effect on customer loyalty.
Co-Authors - Moordiningsih Adam Wahida Afifi, Zaenal Aga Dwi Sintha Agus Tri Basuki Agustinus Suryantoro Albertus Maqnus Soesilo Amanukarti Amanukarti Ananda, Roni Anita Dwi Putranti Arfi S Dewi Kusuma Wardani Dewi Kusuma Wardani Dewi, Intan Candra Dowes Ardinugroho Eko Indrawan Fika Diaurrochmah Hartono, Lili Hartono, Lili Haryani, Setyani Sri Hasan Maksum I MADE SUDARMA Ika Susilowati Ima Arum L Isfarudi Joko Purwanto Junaidi Junaidi Junaidi Junaidi Komang Tri Setia Jaya Lili Hartono M Octora Ma’rifah, Ma’rifah Malani, Rheo Manoppo, Manoppo Marsono Marsono Mohammad Jamin Mohammad Masykuri Moordiningsih Moordiningsih Nanik Prihartanti Nasirin, Irsam Nawangsari, Lenny C. Nugroho, Budi Eko Nugroho, Dennyca Hendriyanto Pamukas, Hendri Purwanto AP R Rejokirono Randi Randi Randi, Randi Ridhah Taqwa Ridhah Taqwa, Ridhah Sabtohadi, Joko Sarwanto Sarwanto Slamet Subiyantoro Soesilo, Albertus Maqnus Sri Wahyuni Suhada Suhada, Suhada Surayah K Tetrawindu H Yantiningsih, erna Yasin Surya Wijaya Yunastiti Purwaningsih, Yunastiti Yuri Christiani