VANI, VALIANI (2018) ANALISIS PENGARUH FACILITIES, CUSTOMER VALUE, BRAND EQUITY DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER SATISFACTION PADA PT. JASCO LOGISTICS SEMARANG. SKRIPSI.
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Abstract
Freight forwarder is a representative of the intermediary between the owner of the goods and the carrier, in a process of receiving or delivering goods either through the modes of land, sea and air transportation, from collecting, loading, unloading, the issuance of documents, handling documents or customs settlement until handing over the goods to the destination. The purpose of this study was to determine the effect of facilities, customer value, brand equity, and customer experience,either partially and simultaneously on the customer satisfaction. The population in this study is the customer PT. Jasco Logistics Semarang with sample of 100 respondents. The sampling technique used is propability sampling with the type of sampling is simple random sampling. The analytical method used is descriptive analysis and quantitative analysis, the data is analyzed by using linear regression analysis with the help (software) of SSPS version 22. The results of this study indicate that the variable facilities, customer value, brand equity, and customer experience partially and simultaneously affect the customer satisfaction. The Results of multiple linear regression analysis obtained equation Y = -1,772 + 0,285X1 + 0,229X2 + 0,260X3 + 0,323X4 + μ. From the regression equation it can be seen that the most dominant variable affecting on customer satisfaction is the customer experience variable of 0.323. And test R2 (R Square) obtained results of 0.618 which means that customer satisfaction at PT. Jasco Logistics Semarang is influenced by facilities, customer value, brand equity, and customer experience that is 61,8% and other factors influencing customer satisfaction at PT. Jasco Logistics Semarang is 38.2% Keywords : freight forwarder, facilities, customer value, brand equity, customer experience and customer satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | NIM. 1501.14.125 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 25 Nov 2019 04:25 |
| Last Modified: | 25 Nov 2019 04:25 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/261 |
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