Pengaruh logistic operation service quality dan logistic after-sale service quality terhadap satisfaction of customer, customer trust, dan behavior customer loyalty pada transportasi umum krl di jabodetabek.

DETAIL KOLEKSI

Pengaruh logistic operation service quality dan logistic after-sale service quality terhadap satisfaction of customer, customer trust, dan behavior customer loyalty pada transportasi umum krl di jabodetabek.

Oleh : Fadillah Adelia Larsitha

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2025

Pembimbing 1 : Moch Sabur

Kata Kunci : Logistic Service Quality, Logistic Operation Service Quality, Logistic After-Sale Service Quality, S

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2025_SK_SMJ_022002101132_Halaman-Judul.pdf	12
2.	2025_SK_SMJ_022002101132_Surat-Pernyataan-Revisi-Terakhir.pdf	1
3.	2025_SK_SMJ_022002101132_Surat-Hasil-Similaritas.pdf	1
4.	2025_SK_SMJ_022002101132_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf	1
5.	2025_SK_SMJ_022002101132_Lembar-Pengesahan.pdf	4
6.	2025_SK_SMJ_022002101132_Pernyataan-Orisinalitas.pdf	1
7.	2025_SK_SMJ_022002101132_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf	1
8.	2025_SK_SMJ_022002101132_Bab-1.pdf	9
9.	2025_SK_SMJ_022002101132_Bab-2.pdf
10.	2025_SK_SMJ_022002101132_Bab-3.pdf
11.	2025_SK_SMJ_022002101132_Bab-4.pdf
12.	2025_SK_SMJ_022002101132_Bab-5.pdf
13.	2025_SK_SMJ_022002101132_Daftar-Pustaka.pdf	4
14.	2025_SK_SMJ_022002101132_Lampiran.pdf

Abstrak
Abstract

P Penelitian ini bertujuan untuk menganalisis pengaruh logistic operation service quality dan logistic after-sale service quality terhadap satisfaction of customer, customer trust, dan behavior customer loyalty pada transportasi umum krl di jabodetabek. penelitian dilakukan melalui pendekatan kuantitatif, data yang digunakan dalam penelitian ini adalah cross sectional yang dikumpulkan dalam periode waktu tertentu. data penelitian ini menggunakan data primer yang diperoleh dengan menyebarkan kuesioner secara online melalui google form. responden yang diperoleh sejumlah 200 responden generasi z yang menjadi pengguna transportasi umum krl di wilayah jabodetabek. metode pengumpulan data yang digunakan yaitu non-probability sampling dengan teknik pengambilan sampel purposive sampling. data dianalisis menggunakan metode structural equation modeling (sem) dengan software spss versi 22 dan amos versi 22. hasil penelitian ini adalah: logistic operation service quality dan logistic after-sale service quality berpengaruh positif terhadap satisfaction of customer, satisfaction of customer berpengaruh positif terhadap customer trust, customer trust berpengaruh positif terhadap behavior customer loyalty. sedangkan logistic operation service quality dan logistic after-sale service quality tidak berpengaruh positif terhadap customer trust.

T This study aims to analyze the influence of logistic operation service quality and logistic after-sale service quality on satisfaction of customer, customer trust, and behavior customer loyalty in the context of krl (commuter line) public transportation in the jabodetabek. the research was conducted using a quantitative approach, with cross sectional data collected within a specific period. primary data were obtained by distributing online questionnaires via google forms. a total of 200 respondents from generation z, who are users of krl public transportation in the jabodetabek, participated in this study. the data collection method employed was non probability sampling, using the purposive sampling technique. data were analyzed using the structural equation modeling (sem) method with spss version 22 and amos version 22. the result of the study show that logistic operation service quality and logistic after-sale service quality have a positive influence on satisfaction of customer, satisfaction of customer also has a positive influence on customer trust, and customer trust positively affects behavior customer loyalty. however, logistic operation service quality and logistic after-sale service quality were found not to have a positive influence on customer trust.