PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN

Muhamad Bagus Sihabudin, Ivo Novitaningtyas

Sari


This study aims to determine the effect of Service Quality and Price on Customer Loyalty of Pos Indonesia West Jakarta branch. In this study using a quantitative approach with associative methods (cause-effect relationships). The population in this study was Pos Indonesia West Jakarta Branch Customers. The number of samples used in this study was 100 respondents with purposive sampling. Data analyst techniques using SPSS Version 25 with data analysis methods used, namely Validity Test, Reliability Test, Classical Assumption Test, Normality Test, Multicoloniearity Test, Heterochedasticity Test, Multiple Linear Analysis and Hypothesis Test. The results of the research obtained that simultaneously the Quality of Service and Price had a positive and significant effect on the Loyalty of Pos Indonesia West Jakarta Branch Customers. Meanwhile, partially only on the price variable, there is a positive and significant influence on the Customer Loyalty of Pos Indonesia West Jakarta Branch.
Keywords: Quality of Service; Price; Customer loyalty; Pos Indonesia;


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Referensi


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