PENGARUH KUALITAS LAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA JNT EXPRES CABANG BATAM
DOI:
https://doi.org/10.33884/scientiajournal.v6i1.8211Keywords:
Kepuasan Pelanggan, Kualitas Layanan, Loyalitas PelangganAbstract
This research aims to investigate the influence of service quality and customer satisfaction on customer
loyalty at JNT Express Batam branch. The population to be studied are customers who have used the JNT
Express goods delivery service at the Tanjung Piayu branch in August 2023, totaling 60,203 customers. The
sampling technique can be used using the Slovin formula which has produced 397 respondents. The data
analysis process uses a multiple linear regression approach, which includes testing data quality tests,
classical assumption tests, influence tests and hypothesis tests. The results of multiple linear regression
analysis show that service quality has an influence of 28.4% on customer loyalty. Customer satisfaction has
an influence of 35.0% on customer loyalty. Findings from the coefficient of determination (R2
) show that
overall, service quality and customer satisfaction can explain 65.1% of the variation in customer loyalty. In
addition, the t test and F test show that both service quality and customer satisfaction have a positive and
significant influence partially or simultaneously on customer loyalty at JNT Express Batam branch
References
Almanda, W., & Siagian, M. (2022). Pengaruh
Harga dan Kualitas Pelayanan Terhadap
Keputusan Pembelian pada PT. Mamakael
Berniaga Sejahtera di Batam. ECo-Buss,
(1), 133–145.
Destrina, A. A., & Dermawan, R. (2023).
Pengaruh Kepuasan dan Kepercayaan
Terhadap Loyalitas Pelanggan Gocar Di
Kota Surabaya. Management Studies and
Entrepreneurship Journal, 4(3), 2639–2646.
http://journal.yrpipku.com/index.php/msej
Fatonah, H., Rani, & Purwatiningsih. (2023).
Pengaruh Kualitas Pelayanan, Harga Dan
Kepercayaan Terhadap Loyalitas Pelanggan
Pada Jasa Pengiriman J&T Express Cabang
Kedoya Raya 2. Jurnal Penelitian Bisnis Dan
Manajemen, 1(3), 186–201.
Jeany, & Siagian, M. (2020). Pengaruh Kualitas
Pelayanan dan Kepuasan Nasabah
Terhadap Loyalitas Nasabah pada BPR
Artha Prima Perkasa. Ilmiah Manajemen
Bisnis Dan Inovasi Universitas Sam
Ratulangi (JMBI UNSRAT), 7(3), 330–341.
Kartika, U. N., & Siagian, M. (2023). Pengaruh
Kualitas Pelayanan Dan Kinerja Pegawai
Terhadap Kepuasan Masyarakat Pada Dinas
Kependudukan Dan Pencatatan Sipil Kota
Batam. Management Studies and
Entrepreneurship Journal, 4(5), 5034–5048.
Mardianti, & Suhardi. (2023). Pengaruh Kinerja
Layanan , Kepercayaan , dan Kepuasan
terhadap Loyalitas Pelanggan pada PT
Ganda Nusantara Persada di Batam. Jurnal
Disrupsi Bisnis, 6(4), 365–375.
Muharam, H., Chaniago, H., Endraria, E., &
Harun, A. Bin. (2021). E-Service Quality,
Customer Trust and Satisfaction: Market
Place Consumer Loyalty Analysis. Jurnal
Minds: Manajemen Ide Dan Inspirasi, 8(2),
https://doi.org/10.24252/minds.v8i2.23224
Putri, Y. M., Utomo, H., & Mar’ati, F. S. (2021).
Pengaruh Kualitas Pelayanan, Lokasi, Harga
Dan Digital Marketing Terhadap Loyalitas
Konsumen Di Grand Wahid Hotel Salatiga.
Among Makarti, 14(1), 93–108.
https://doi.org/10.52353/ama.v14i1.206
Ramdaniah, S., Mintarti, S., & Nadir, M. (2022).
Pengaruh Kualitas Pelayanan dan Promosi
Serta Kepuasan Terhadap Loyalitas
Konsumen (Studi Jamaah Umroh PT.
Arrehlah Wisata Samarinda). JESM: Jurnal
Ekonomi Syariah Mulawarman, 1(3), 161–
Rosyida, A., & Fatmawati, R. (2021). Kualitas
Pelayanan Perusahaan J&T Express
Terhadap Loyalitas Pelanggan. Jurnal
Aplikasi Administrasi, 24(2), 152–157.
Sagala, I., Zebua, Y., & Halim, A. (2021). The
Impact Of Service Quality Through Customer
Satisfaction On Customer Loyalty. Jurnal
Manajemen Pendidikan Islam, 6(2).
https://doi.org/10.31538/ndh.v6i2.1430
Satria, F., & Astarini, D. (2023). Pengaruh Kualitas
Pelayanan Dan Kepuasan Nasabah
Terhadap Loyalitas Nasabah Dimediasi Oleh
Kepuasan Nasabah. Jurnal Ekonomi
Trisakti, 3(1), 1911–1924.
https://doi.org/10.25105/jet.v3i1.16124
Sewaka, S., Anggraini, K., Mas’adi, M., Nurhadi,
A., & Arianto, N. (2021). The Effect of
Customer Satisfaction and Service Quality of
Banking Products on Loyalty of Bank
Customer in Tangerang. International
Journal of Artificial Intelligence Research,
(1). https://doi.org/10.29099/ijair.v6i1.295
Stanley, V., & Sidharta, H. (2023). Pengaruh
Kualitas Pelayanan Dan Fasilitas Terhadap
Loyalitas Pelanggan Rumah Kost Surabaya
Barat. Jurnal Manajemen Dan Start-Up
Bisnis, 8(4).
Sugiyono. (2019). Metode Penelitian Kuantitatif.
Alfabeta.
Tobing, A., Simorangkir, E., Situmorang, M., &
Purba, P. Y. (2021). The Influence of Service
Quality, Pricing, and Digital Marketing on
IndiHome Fiber Customer Loyalty.
International Journal of Social Science and
Business, 5(2), 167–173.
https://doi.org/10.23887/ijssb.v5i2.35523
Widodo, S., & Yosepha, S. Y. (2022). E-loyalty
model based on e-service quality, e-trust and
e- satisfaction on Gojek consumers in East
Jakarta. International Journal Of Artificial
Intelegence Research, 6(1.2), 1–7.
https://doi.org/10.29099/ijair.v6i1.2.607
Wirapraja, A., Aribowo, H., & Setyoadi, E. T.
(2021). The Influence of E-Service Quality,
and Customer Satisfaction On Go-Send
Customer Loyalty In Surabaya. Indonesian
Journal of Information Systems, 3(2), 128–
