Kepercayaan sebagai Pemoderasi Kualitas Layanan, Nilai Pelanggan Terhadap Loyalitas Pelanggan PT. Global JETT (J&T Express Jombang)
DOI:
https://doi.org/10.46821/ijms.v4i1.637Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap loyalitas pelanggan pada PT. Global JETT (J&T Express Jombang). Menganalisis pengaruh nilai pelanggan terhadap loyalitas pelanggan. Mengkaji peran kepercayaan sebagai variabel moderasi dalam hubungan antara kualitas layanan dan nilai pelanggan terhadap loyalitas pelanggan. Metode penelitian Deskriptif kuantitatif. Varabel dari penelitian ini adalah kualitas layanan (X₁), Nilai pelanggan (X2), Loyalitas Pelanggan (Y), Kepercayaan sebagai variabel moderasi (Z). Jumlah Sampel berjumlah 60 responden Teknik analisis data yang digunakan adalah analisis jalur (path analysis). Hasil penelitian menunjukkan bahwa terdapat pengaruh kuaitas layanan terhadap loyalitas pelanggan pada PT. Global JETT (J&T Express Jombang). Terdapat pengaruh nilai pelanggan terhadap loyalitas pelanggan. Kepercayaan moderasi dalam hubungan antara kualitas layanan terhadap loyalitas pelanggan. Kepercayaan memoderasi dalam hubungan nilai pelanggan terhadap loyalitas pelanggan.
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