Jurnal HUMMANSI (Humaniora, Manajemen, Akuntansi)
Vol 4 No 1 (2021): Jurnal HUMMANSI (Humaniora, Manajemen, dan Akuntansi

PENGARUH KUALITAS LAYANAN, COMPLAINT HANDLING DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN

Mulyanto Mulyanto (Unknown)
Ika Susilowati (Unknown)

Article Info

Publish Date
05 Mar 2021

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.

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Journal Info
Jurnal HUMMANSI (Humaniora, Manajemen, Akuntansi)
Website

Abbrev

jurnal-hummansi

Publisher

SEKOLAH TINGGI ILMU KOMPUTER YOS SUDARSO

Subject

Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Social Sciences

Description

Jurnal HUMMANSI (Humaniora, Manajemen, Akuntansi) adalah jurnal berskala nasional yang mencakup kajian ilmu humaniora, manajemen dan akuntansi. Berdasarkan SK Ketua STIKOM Yos Sudarso No.18/STIKOM-YOS/KP/VI/2018 dan Surat Kepala Pusat Nasional ISSN PDII LIPI No. 0005.26231069/Jl.3.1/SK.ISSN/2018.09 ...