Pengaruh kualitas, nilai dan kepercayaan terhadap loyalitas merek pada jasa kurir domestik
DOI:
https://doi.org/10.14414/jbb.v13i1.3893Keywords:
Shipping Service, Brand Trust, Brand Loyalty, Perceived Quality, Perceived ValueAbstract
Menutup keterbatasan studi dalam mengkonfirmasi pengaruh antaseden loyalitas khsususnya pada jasa kurir domestik pada Jas Pos Indonesia menjadi kontribusi yang diharapkan dari studi ini. Sehingga, studi ini bertujuan menguji pengaruh persepsi nilai, kualitas, dan kepercayaan terhadap loyalitas merek pada pengguna jasa kurir domestik pada Jas Pos Indonesia. Untuk hal tersbeut studi ini menggunakan desain kuantitatif dengan melibatkan 142 sampel yang dipilih dengan teknik purposive sampling, di mana data dikumpulkan melalui kuisioner dan disebarkan kepada pengguna jasa paket di Kabupaten Siak. Tanggapan responden dianalisis dengan analisis deskriptif dan analisis statistik menggunakan SEM WarpPLS. Hasil analisis menunjukkan bahwa persepsi kualitas dan nilai berpengaruh positif terhadap kepercayaan dan loyalitas merek, namun kepercayaan merek tidak terkonfirmasi berpengaruh positif terhadap loyalitas merek. Implikasi studi ini adalah perlunya perusahaan mengembangkan strategi yang digunakan, terutama dalam meningkatkan kinerja dalam menghadapi kompetensi di industri jasa kurir saat ini dengan cara membangun persepsi kualitas dan persepsi nilai yang baik sehingga dapat meningkatkan loyalitas pelanggan.References
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