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Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Konsumen Dan Loyalitas Konsumen Jasa Pengiriman Pada Pt. Pos Indonesia (Persero) Jalan Jendral Sudirman 229 Di Pekanbaru

The purpose of this research to analyze The effect of the quality of sevice and confidence in the satisfaction of consumers and the loyalty of consumers services delivery in PT. Pos Indonesia (Persero) in Pekanbaru. In this research service quality (X1), trust (X2) as variable independent and the satisfaction of consumers (Y1), the loyality of consumers (Y2) as variable dependent. The population in this study is the consumers PT. Pos Indonesia (Persero) Pekanbaru, with the number of samples of 100 respondents, whit using techniques Purposive Sampling data analysis using analysis Path Analysis whith the help of SPSS.
The results showed that the variable quality of service to a positive effect and significantly to the satisfaction of consumers. Variable trust to a positive effect and significantly to the loyalty of consumers. Variable the quality of service to a positive effect and significantly to the loyalty of consumers.Variable trust to a positive effect and significantly to the loyality of consumers.Variable satisfaction of consumers of service to a positive effect and significantly to the loyality of consumers. Variable the quality of service to a positive effect and significantly to the loyalty of consumers through satisfaction of consumers. Variable the trust to a positive effect and significantly to the loyalty of consumers through satisfaction of consumers using a delivery service PT.Pos Indonesia (Persero) Pekanbaru.
Keywords: Quality, Trust, Consumer Satisfaction, Consumers Loyality

Ketersediaan
#
Perpustakaan Universitas Riau 02 02. 117 (0136)
02 02. 117 (0136)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
02 02. 117 (0136)
Penerbit
Pekanbaru : Universitas Riau – Fakultas Ekonomi – Manajemen.,
Deskripsi Fisik
xi, 88 hlm.: ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
02 02. 117 (0136)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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