THE INFLUENCE OF CUSTOMER SATISFACTION, CUSTOMER TRUST, AND SERVICE QUALITY ON CUSTOMER LOYALTY IN THE USE OF DELIVERY SERVICES (CASE STUDY ON FAY DELIVERY IN LAMONGAN CITY)

International Conference of Business and Social Sciences Pub Date : 2024-01-15 DOI:10.24034/icobuss.v3i1.395

Dyah Ayu Nur Rachmawati, Abdul Ghofur, Zulkifli Lubis, Muhammad Chusnul Khitam

{"title":"THE INFLUENCE OF CUSTOMER SATISFACTION, CUSTOMER TRUST, AND SERVICE QUALITY ON CUSTOMER LOYALTY IN THE USE OF DELIVERY SERVICES (CASE STUDY ON FAY DELIVERY IN LAMONGAN CITY)","authors":"Dyah Ayu Nur Rachmawati, Abdul Ghofur, Zulkifli Lubis, Muhammad Chusnul Khitam","doi":"10.24034/icobuss.v3i1.395","DOIUrl":null,"url":null,"abstract":"This research aims to determine the partial, simultaneous and dominant influence of customer satisfaction, customer trust and service quality on customer loyalty to Fay Delivery. The population used was 150 consumers using the probability sampling technique. The methods used in this research are Validity Test, Reliability Test, Classical Assumption Test, Multiple Correlation Test, Coefficient of Determination Test, Multiple Linear Regression Test, T Test, F Test. The results of the t test calculation show that Xı has a tcount value of 1.928 > ttable 1.98282 while₂calculated t value 2.354 > t table 1.98282,₃calculated t value 8.400> t table 1.98282, then H₀rejected and Hıaccepted.The results of the F test calculations were obtainedthe result of the Fcount calculation is 137.485,meaning Ftable (2.69) ˃ Fcount (137.485)so H₀rejected and Hıaccepted.The results of multiple linear regression calculations were obtainedbased on the value Y = 4.472 + 0.130 Xı + 0.112₂+ 0.545₃. The results of the service quality variable (X₃) = 0.545 greater than other variables such as customer trust (X₂) = 0.112, customer satisfaction variable (Xı) = 0.130.","PeriodicalId":511596,"journal":{"name":"International Conference of Business and Social Sciences","volume":" 11","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2024-01-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Conference of Business and Social Sciences","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.24034/icobuss.v3i1.395","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}

引用次数: 0

Abstract

This research aims to determine the partial, simultaneous and dominant influence of customer satisfaction, customer trust and service quality on customer loyalty to Fay Delivery. The population used was 150 consumers using the probability sampling technique. The methods used in this research are Validity Test, Reliability Test, Classical Assumption Test, Multiple Correlation Test, Coefficient of Determination Test, Multiple Linear Regression Test, T Test, F Test. The results of the t test calculation show that Xı has a tcount value of 1.928 > ttable 1.98282 while₂calculated t value 2.354 > t table 1.98282,₃calculated t value 8.400> t table 1.98282, then H₀rejected and Hıaccepted.The results of the F test calculations were obtainedthe result of the Fcount calculation is 137.485,meaning Ftable (2.69) ˃ Fcount (137.485)so H₀rejected and Hıaccepted.The results of multiple linear regression calculations were obtainedbased on the value Y = 4.472 + 0.130 Xı + 0.112₂+ 0.545₃. The results of the service quality variable (X₃) = 0.545 greater than other variables such as customer trust (X₂) = 0.112, customer satisfaction variable (Xı) = 0.130.

查看原文本刊更多论文

客户满意度、客户信任度和服务质量对客户忠诚度在使用快递服务中的影响（对拉蒙根市费城快递的案例研究）

本研究旨在确定客户满意度、客户信任度和服务质量对客户对 Fay Delivery 忠诚度的部分、同时和主导影响。采用概率抽样技术，研究对象为 150 名消费者。本研究采用的方法有有效性检验、可靠性检验、经典假设检验、多元相关检验、决定系数检验、多元线性回归检验、T 检验、F 检验。t 检验的计算结果显示，Xı 的 tcount 值为 1.928>t table 1.98282，而₂ 计算 t 值为 2.354>t table 1.98282，₃ 计算 t 值为 8.400>t table 1.98282，则拒绝 H₀，接受 Hı。根据 Y = 4.472 + 0.130 Xı + 0.112₂+ 0.545₃，得出 F 检验计算结果，即 Ftable (2.69) ˃ Fcount (137.485)，因此拒绝 H₀，接受 Hı。服务质量变量（X₃）= 0.545 的结果大于其他变量，如客户信任变量（X₂）= 0.112、客户满意变量（Xı）= 0.130。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

International Conference of Business and Social Sciences

自引率

0.00%

发文量