CD Skripsi

Pengaruh Citra Merek Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada J&T Express Botania 2 Kota Batam

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THE EFFECT OF BRAND IMAGE AND SERVICE QUALITY ON CUSTOMER SATISFACTION AT J&T EXPRESS BOTANIA 2, BATAM CITY
By: Bella Cilcilia Putri
Email : [email protected]
Supervisor : Endang Sutrisna
Business Administration Study Program, Department of Administrative Sciences
Faculty of Social and Political Science, Riau University, Pekanbaru, Indonesia
Bina Widya Campus
Jl. HR. Soebrantas Km. 12.5 New Simpang, Pekanbaru 28293
Phone/Fax. 0761-63277
ABSTRACT
Consumer satisfaction is an important element in improving marketing performance in a company. A good brand image and good service quality provided to consumers will be supporting factors that result in consumer satisfaction. This strategy is implemented by J&T Express Botania 2 Batam City. This study aims to determine the effect of brand image and service quality on consumer satisfaction at J&T Express Botania 2 Batam City. The method used in this research is descriptive and quantitative statistics. The population in this study are all consumers sending J&T Express Botania 2 Batam City from 2017-2021. Samples were taken as many as 100 respondents using accidental sampling technique. The data source used in this study came from primary data obtained through the process of distributing questionnaires which were then tested statistically through the SPSS program. The secondary data used is sales data and target data for the realization of J&T Express Botania 2 Batam City starting in 2017-2021. The analytical method used in this study is simple and multiple linear regression, by testing the validity and reliability tests. In this study the results obtained were that Brand Image (X1) had a effect on Consumer Satisfaction (Y), Service Quality (X2) had a effect on Consumer Satisfaction (Y) and Brand Image (X1) and Service Quality (X2) had a effect on Consumer Satisfaction (Y) at J&T Express Botania 2 Batam City.
Keywords: Brand Image, Service Quality and Consumer Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

1901110437

Penerbit

Pekanbaru : Universitas Riau – FISIP - Ilmu Administrasi Bisnis., 2023

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

1901110437

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Ilmu Administrasi Bisnis

Info Detail Spesifik

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Pernyataan Tanggungjawab

tethi

Versi lain/terkait

Lampiran Berkas

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