Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/21769
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dc.contributor.advisorSahir, Syafrida Hafni-
dc.contributor.advisorSuryani, Wan-
dc.contributor.authorBr S.Depari, Nanda Try Milinia-
dc.date.accessioned2023-11-02T02:10:39Z-
dc.date.available2023-11-02T02:10:39Z-
dc.date.issued2023-09-25-
dc.identifier.urihttps://repositori.uma.ac.id/handle/123456789/21769-
dc.description99 Halamanen_US
dc.description.abstractPenelitian ini dilakukan untuk mengetahui pengaruh marketing public relation dan service recovery baik secara parsial dan simultan terhadap loyalitas pelanggan PT. Jalur Nugraha Ekakurir (JNE) Medan. Marketing public relation dan service recovery sebagai variabel independen sebagai indikator loyalitas pelanggan. Variabel dependen dalam penelitian ini adalah loyalitas pelanggan. Penelitian ini menggunakan metode deskriptif kuantitatif yang dianalisis dengan alat hitung SPSS version 22. Pengambilan sampel dengan metode non probability sampling dengan pendekatan purposive sampling sebanyak 400 responden. Teknik analisis data yang digunakan adalah uji validitas dan reliabilitas, uji asumsi klasik, uji statistik dan uji hipotesis. Berdasarkan pengujian hipotesis bahwa: 1) Marketing public relation berpengaruh positif dan signifikan terhadap loyalitas pelanggan pada PT. Jalur Nugraha Ekakurir (JNE) Medan yang ditunjukkan dari hasil uji t hitung sebesar 5,015 dengan signifikan 0,000. 2) Service recovery berpengaruh positif dan signifikan terhadap loyalitas pelanggan pada PT. Jalur Nugraha Ekakurir (JNE) Medan yang ditunjukkan dari hasil t hitung sebesar 2,933 dengan signifikan 0,003. 3) Marketing public relation dan service recovery secara simultan berpengaruh positif dan signifikan terhadap loyalitas pelanggan pada PT. Jalur Nugraha Ekakurir (JNE), hal ini di tunjukkan pada nilai F hitung sebesar 13,573 dengan signifikansi 0,000 dan dapat ditulis dengan persamaan regresi Y = 17,850 + 0,171 X1 + 0,049 X2. Dengan marketing public relation dan service recovery mempunyai hubungan terhadap loyalitas pelanggan pada PT. Jalur Nugraha Ekakurir (JNE) Medan sebesar 42,6% dan sisanya 57,4% yang dijelaskan oleh variabel lain yang tidak diteliti. This research was conducted to determine the effect of marketing public relations and service recovery both partially and simultaneously on customer loyalty of PT. Medan's Nugraha Ekakurir Line. Marketing public relations and service recovery as independent variables as indicators of customer loyalty. The dependent variable in this study is customer loyalty. This study used a quantitative descriptive method which was analyzed using the SPSS version 22. Sampling was taken using a non-probability sampling method with a purposive sampling approach of 400 respondents. Data analysis techniques used are validity and reliability tests, classic assumption tests, statistical tests and hypothesis testing. Based on testing the hypothesis that: 1) Marketing public relations has a positive and significant effect on customer loyalty at PT. JNE Medan as indicated by the results of the t-count test of 5,015 with a significance of 0,000. 2) Service recovery has a positive and significant effect on customer loyalty at PT. JNE Medan which is shown from the results of the t count of 2,933 with a significance of 0,003. 3) 3) Marketing public relations and service recovery simultaneously have a positive and significant effect on customer loyalty, this is shown in the calculated F value of 13.573 with a significance of 0.000 and can be written with the regression equation Y = 17.850 + 0.171 X1 + 0.049 X2. With marketing public relations and service recovery have a relationship to customer loyalty at PT. JNE Medan is 42.6% and the remaining 57.4% is explained by other variables not examined.en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.relation.ispartofseriesNPM;198320004-
dc.subjectmarketing public relationen_US
dc.subjectservice recoveryen_US
dc.subjectloyalitas pelangganen_US
dc.subjectservice recoveryen_US
dc.subjectcustomer loyaltyen_US
dc.titlePengaruh Marketing Public Relation dan Service Recovery terhadap Loyalitas Pelanggan pada Perusahaan Logistik PT Jalur Nugraha Ekakurir (JNE) Medanen_US
dc.title.alternativeThe Influence of Marketing Public Relations and Service Recovery on Customer Loyalty at the Logistics Company PT Lintas Nugraha Ekakurir (JNE) Medanen_US
dc.typeSkripsi Sarjanaen_US
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198320004 - Nanda Try Milinia Br S.Depari - Fulltext.pdfCover, Abstract, Chapter I, II, III, V, Bibliography2.12 MBAdobe PDFView/Open
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