The Influence Of Service Quality On Customer Loyalty : The Moderating Role Of Service Innovation Of Pt. Pos Indonesia Perceived By College Student In Kelurahan Rawajati

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Rismatio, Rismatio (2020) The Influence Of Service Quality On Customer Loyalty : The Moderating Role Of Service Innovation Of Pt. Pos Indonesia Perceived By College Student In Kelurahan Rawajati. Graduate thesis, Sekolah Tinggi Manajemen IPMI.

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Abstract

Courier service company is one of the lines of business that is strongly influenced by the existence of e-commerce. In Indonesia, PT. Pos Indonesia has long noted its existence; also known as the first courier company. However, this record does not make them the leading company in the sector. This study aimed to evaluate the relationship between service quality and customer loyalty in moderating PT. Pos Indonesia’s service innovation for the period 2017 to 2020 (second quarter). Data collected using online questionnaire from college student in 3 (three) universities in Kelurahan Rawajati, Kalibata, Jakarta. The choices of this research are based on mono method that using quantitative method to determine the relationship between service quality and customer loyalty within a population. The result shows that the small impact on moderating service innovation in relationship between service quality and customer loyalty in PT. Pos Indonesia. This study has added the knowledge on courier service company and insight to improve service innovation in PT. Pos Indonesia. Therefore, PT. Pos Indonesia should provide the excellent service quality to maintain the customer loyalty and start to develop service innovation in their business. Keywords: service quality, service innovation, customer loyalty and moderating effect

Item Type:	Thesis (Graduate)
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce
Divisions:	Thesis > Master of Business Administration
Depositing User:	Dede Faujiah
Date Deposited:	01 Feb 2021 14:39
Last Modified:	01 Feb 2021 14:39
URI:	http://repository.ipmi.ac.id/id/eprint/1053

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