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DC Field | Value | Language |
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dc.contributor.author | Arris, Chairunnisa | - |
dc.date.accessioned | 2022-12-01T04:41:10Z | - |
dc.date.available | 2022-12-01T04:41:10Z | - |
dc.date.issued | 2022-09-15 | - |
dc.identifier.uri | http://repository.uma.ac.id/handle/123456789/18613 | - |
dc.description | 101 Halaman | en_US |
dc.description.abstract | Penelitian ini bertujuan untuk melihat hubungan antara kepuasan pelanggan dengan kepercayaan pelanggan di JNE Medan Amplas. Penelitian ini menggunakan pendekatan kuantitatif dengan sampel sebanyak 77 pelanggan dan menggunakan teknik non probability sampling berupa accidental sampling. Metode pengumpulan data menggunakan angket kepuasan pelanggan dan angket kepercayaan pelanggan. Metode analisis data menggunakan Rang Spearman. Hipotesis dalam penelitian ini ialah adanya hubungan positif antara kepuasan pelanggan dengan kepercayaan pelanggan yang artinya semakin tinggi kepuasan pelanggan maka semakin tinggi pula kepercayaan pelanggan, begitupun sebaliknya. Berdasarkan penelitian yang telah dilakukan, dapat diketahui bahwa hasil pada penelitian ini hipotesisnya diterima, yang mana pada kepuasan memiliki rata-rata empirik = 73.61 < rata-rata hipotetik = 84.00 dengan SD=19.51 yang termasuk dalam kategori rendah. Kemudian pada kepercayaan pelanggan memiliki rata-rata empirik = 44.34 < rata-rata hipotetik = 54.50 dengan SD=13.54 dalam kategori rendah pula. Berdasarkan hasil penelitian yang telah dilakukan menunjukkan adanya hubungan positif antara kepuasan pelanggan dengan kepercayaan pelanggan, dimana rxy=0.950 dengan signifikan p=0,000<0,05. Sumbangan efektif sebesar 90,3% dan sisanya dipengaruhi oleh faktor-faktor lainnya. This study aims to see the correlation between customer satisfaction and customer trust at JNE Medan Amplas. This study used a quantitative approach with a sample of 77 customers and used a non-probability sampling technique in the form of accidental sampling. The data collection method uses customer satisfaction questionnaires and customer trust questionnaires. The data analysis method uses Rang Spearman. The hypothesis in this study is that there is a positive correlation between customer satisfaction and customer trust, which means that the higher the customer satisfaction, the higher the customer trust, and vice versa. Based on the studies that have been carried out, it can be known that the results in this study the hypothesis is accepted, which on satisfaction has an empirical average = 73.61 < a hypothetical average = 84.00 with SD = 19.51 which belongs to the low category. Then on customer trust has an empirical average = 44.34 < hypothetical average = 54.50 with SD = 13.54 in the low category anyway. Based on the results of research that has been carried out, it shows a positive correlation between customer satisfaction and customer trust, where rxy = 0.950 with a significant p = 0.000<0.05. The effective contribution of 90.3% and the rest is influenced by other factors. | en_US |
dc.language.iso | other | en_US |
dc.publisher | Universitas Medan Area | en_US |
dc.relation.ispartofseries | NPM;188600445 | - |
dc.subject | kepuasan pelanggan | en_US |
dc.subject | kepercayaan pelanggan | en_US |
dc.subject | customer satisfaction | en_US |
dc.subject | customers trust | en_US |
dc.title | Hubungan Kepuasan Pelanggan Dengan Kepercayaan Pelanggan Di PT Jalur Nugraha Ekakurir (JNE) Medan Amplas | en_US |
dc.title.alternative | The Relationship between Customer Satisfaction and Customer Trust at PT Jalur Nugraha Ekakurir (JNE) Medan Amplas | en_US |
dc.type | Thesis | en_US |
Appears in Collections: | SP - Psychology |
Files in This Item:
File | Description | Size | Format | |
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188600445 - Chairunnisa Arris - Fulltext.pdf | Cover, Abstract, Chapter I, II, III, V, Bibliography | 3.4 MB | Adobe PDF | View/Open |
188600445 - Chairunnisa Arris - Chapter IV.pdf Restricted Access | Chapter IV | 704.74 kB | Adobe PDF | View/Open Request a copy |
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