SKRIPSI DIGITAL
Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan EMKL Pada PT Dhana Persada Manunggal Semarang = The Influence of Service Quality and Customer Satisfaction on EMKL Customer Loyalty at PT Dhana Persada Manunggal Semarang
This study aims to analyze the influence of service quality and customer satisfaction on customer loyalty at XYZ Semarang. Data from the Ministry of Transportation of the Republic of Indonesia shows a significant increase in the number of Marine Cargo Expedition (EMKL) companies in Indonesia from 2020 to 2023, triggered by an increase in export-import value and government policies that support the logistics sector. In line with the increasingly fierce competition in the EMKL industry, PT XYZ faces challenges in the form of a decline in customer loyalty, which can be seen from the decrease in Net Promoter Score (NPS) from 72% in 2021 to 48% in 2023. Data was collected through questionnaires with an interval scale of the entire customer population totaling 37 people. The results of the analysis show that both service quality and customer satisfaction have a significant influence on customer loyalty, with service quality having the greatest influence. The quality of service was proven to affect customer loyalty with a test value of 3.403 and a p-value of 0.002. Customer satisfaction also affects customer loyalty with a test value of 2.727 and a p-value of 0.001. The results of the analysis show that the Adjusted R Square value is 0.654 or 65.4%. This indicates that 65.4% of the variation in customer loyalty is influenced by the variables of service quality (X1) and customer satisfaction (X2), while the remaining 34.5% is influenced by other factors that were not examined in this study.
No other version available
Computer Science, Information & General Works 
Philosophy & Psychology 
Religion 
Social Sciences 
Language 
Pure Science 
Applied Sciences 
Art & Recreation 
Literature 
History & Geography