Penggunaan Metode Regresi Linear Berganda dalam Pengaruh Kualitas Pelayanan dan Kepuasan Terhadap Loyalitas Pelanggan (Studi Kasus Pada JNE Bandung)
Abstract
A line of business, namely delivery services, is very important to pay attention to the quality of services, customer satisfaction, and what form customer loyalty. This research aimed at seeing how the influence of the quality of services and satisfaction of customer loyalty to the study is the case with the JNE Bandung. The total respondents to research this 121 people using a technique snowball sampling and methods multiple linear regression. With stage, its testing namely the validity and reliability, test the classical assumption, multiple regression analysis, test t, F-test, and the coefficient determination ( R2 ). The research results show that the quality of services does not affect a significant impact on customer loyalty, but customer satisfaction significant to customer loyalty. Simultaneously, the quality of services and customer satisfaction have a significant impact on customer loyalty.
