Cek Similarity Yenni Kurnia Gusti 2-PERAN ANTESEDEN KUALITAS PELAYAN JASA PADA LOYALITAS DI KALANGAN PEMILIK BISNIS E-COMMERCE

Mahardika, Charli Dhiar and Marsasi, Endy Gunanto and Gusti, Yenni Kurnia Cek Similarity Yenni Kurnia Gusti 2-PERAN ANTESEDEN KUALITAS PELAYAN JASA PADA LOYALITAS DI KALANGAN PEMILIK BISNIS E-COMMERCE. STIE Widya Wiwaha.

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Abstract

This research explores the effects of service quality, customer satisfaction, and customer loyalty theories. Service quality theory is the main theory used in this research. It identifies factors in service quality including tangibility, reliability, responsiveness, assurance, and empathy. This research is aimed to investigate the effects of J&T Express service quality on creating the customer satisfaction and loyalty to continuously use the service of J&T Express. The object of this study is J&T Express, a delivery service company. Data for this research were collected through Google Form and 182 respondents were involved. The respondents were e-commerce business owners in Madiun residency who were highly loyal to J&T Express. Data were analyzed using Structural Equation Modeling to examine the causality of independent variable on dependent variable and to confirm the results of previous studies. Data were processed using SPSS 22 and AMOS 24. This study found that there was a positive correlation between three variables, namely service quality, customer satisfaction, and customer loyalty. In terms of academic significance, it is hoped that the results of this study can give insights on the effects of service quality on customer loyalty. Regarding practical significance, the results of the study are expected to be able to give suggestions to J&T Express on improving its service quality by taking its customer loyalty into consideration.

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