Pengaruh Kualitas Layanan dan Kualitas Produk terhadap Loyalitas Pelanggan di Era Pandemi Covid-19: Studi pada PT Pos Indonesia Cabang Yogyakarta

Rinda Aprilia Pramesti(1), Niken Widyastuti(2*), Heri Winarto(3),

(1) Universitas Jenderal Achmad Yani, Yogyakarta
(2) Universitas Jenderal Achmad Yani, Yogyakarta
(3) Universitas Proklamasi 45, Sleman, Yogyakarta Special Region
(*) Corresponding Author

Abstract


This study aims to determine: (1) The effect of service quality on customer loyalty PT. Pos Indonesia Yogyakarta branch. (2) The effect of product quality on customer loyalty of PT. Pos Indonesia Yogyakarta branch. (3) The effect of service quality and product quality partially on customer loyalty PT. Pos Indonesia Yogyakarta branch. This research is quantitative research. The population in this study are customers who use the services of PT. Pos Indonesia Yogyakarta branch with a total of 108,000 customers taken in the last 3 years and a sample of 100 customers was taken as research respondents with the determination of the number using the Slovin formula. The sampling technique used is accidental. Data collection techniques using a questionnaire or questionnaire. And the data analysis techniques in this study used data descriptions, validity, and reliability tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing. The results of this study indicate the quality of service and product quality in the era of the covid-19 pandemic at PT. Pos Indonesia Yogyakarta branch partially or jointly proved to have a positive and significant effect on customer loyalty at P. Pos Indonesia Yogyakarta branch.

Keywords


Service quality; Product quality; Customer loyalty

Full Text:

PDF

References


Adlani, M. (2021). Pengaruh Promosi dan Pelayanan Terhadap Keputusan Masyarakat Menggunakan Jasa Kantor Pos. Skripsi, Institut Agama Islam Negeri Padang Sidimpuan.

Akbar, M. (2021). Gaet Pasar E-commerce di Indonesia, Pos Indonesia Jalin Kerjasama Dengan JD.ID. Jakarta: JD News. diperoleh dari https://www-jd-id.cdn.ampproject.org/v/s/www.jd.id/news/corporatenews/gaet-pasar-e-commerce-di-indonesia-pos-indonesia-jalin-kerjasama-dengan-jd-id/amp/?amp_js_v=a6&amp_gsa=1&usqp=mq331AQKKAFQArABIIACAw%3D%3D#aoh=16453454431935&ref./diakses pada 1 Desember 2021.

Catrina, E. (2020). Aktivitas Belanja Online Meningkat Drastis, Ini Sebabnya. Jakarta: Kompas.com. diperoleh dari https://amp-kompas-com.cdn.ampproject.org/v/s/amp.kompas.com/money/read/2020/10/27/135847026/aktivitas-belanja-online-meningkat-drastis-ini-sebabnya?amp_js_v=a6&amp_gsa=1&usqp=mq331AQKKAFQArABIIACAw%3D%3D#aoh=16500759144296&csi=1&referrer=https%3A%2F%2Fww. diakses pada 27 Oktober 2020

David, D. L. (2019). Kualitas Manajemen. Jakarta: Prenhallindo.

Deni, S. (2018). E-commerce Jadi Penyelamat Bisnis PT Pos. Jakarta: Liputan6.com. diperoleh dari https://m.liputan6.com/bisnis/read/3709344/e-commerce-jadi-penyelamat-bisnis-pt-pos?utm_source=Mobile&utm_medium=copy-link&utm_campaign=Share_Hanging./diakses pada 22 November 2018

Ekarina. (2020). PT Pos Perkuat Layanan Digital, Pengiriman Paket Naik 61% Saat Pandemi. Jakarta: Katadata.com. diperoleh dari https://katadata-co-id.cdn.ampproject.org/v/s/katadata.co.id/amp/ekarina/brand/5f59112dc7e2e/pt-pos-perkuat-layanan-digital-pengiriman-paket-naik-61-saat pandemi?amp_js_v=a6&amp_gsa=1&usqp=mq331AQKKAFQArABIIACAw%3D%3D#aoh=16500737731272&referrer=https%3A%2F%2Fwww.google.com&amp_tf=Dari%20%251%24s&ampshare=https%3A%2F%2Fkatadata.co.id%2Fekarina%2Fbrand%2F5f59112dc7e2e%2Fpt-pos-perkuat-layanan-digital-pengiriman-paket-naik-61-saat-pandemi. diakses pada 9 September 2020.

Farhan, M., & Ariyanti, M. (2021). Pengaruh Promosi Dan Kualitas Pelayanan Terhadap Keputusan Konsumen Dalam Menggunakan Jasa Layanan Saat Pandemi Covid-19 (studi Kasus Layanan Jasa Pengiriman Jne). eProceedings of Management, 8(6).

Pancawati, D. (2021, April 03). Kebangkitan Jasa Ekspedisi di Tengah Pandemi. Retrieved from Kompas.id: https://www.kompas.id/baca/metro/2021/04/18/kebangkitan-jasa-ekspedisi-di-tengah-pandemi diakses pada 18 april 2018

Petri, M. M. (2020). Strategi Pemasaran Dalam Mempertahankan Bisnis UMKM di Tengah Pandemi Covid-19 (Studi UMKM Buket Bunga Gallery Daisuki Jambi). Skripsi, UIN Sulthan Thaha Saifuddin.

Philip Kotler, G. A. (2016). Prinsip-Prinsip Pemasaran. Jakarta: Erlangga.

Philip Kotler, K. L. (2016). Manajemen Pemasaran. Jakarta: Erlangga.

Titissari, A. (2017). Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Pelanggan PT. Pos Indonesia (persero) Kediri. Skripsi, UNY.

Tjiptono, F. (2016). Pemasaran Jasa. Yogyakarta: Andi Offiset.

Tjiptono, F. (2017). Strategi Pemasaran. Yogyakarta: Andi Offiset.

Tjiptono, F. (2018). Service Management Mewujudkan Layanan Prima. Yogyakarta: Andi Offiset.

Velarosdela, R. N. (2021, Februari 3). 11 Bulan Pandemi Covid-19, Pelaku Usaha Gulung Tikar Hingga Pegawai Bioskop Jemput Bola Cari Penonton. Retrieved from Kompas.com: https://amp-kompas-com.cdn.ampproject.org/v/s/amp.kompas.com/megapolitan/read/2021/02/03/17450231/11-bulan-pandemi-covid-19-pelaku-usaha-gulung-tikar-pegawai?amp_gsa=1&amp_js_v=a9&usqp=mq331AQKKAFQArABIIACAw%3D%3D%3D#amp_tf=Dari%20%251%24s&hwww.google.com




DOI: https://doi.org/10.30588/jmt.v1i01.1433

Article Metrics

Abstract view : 197 times
PDF - 0 times

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Rinda Aprilia Pramesti, Niken Widyastuti, Heri Winarto

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Lisensi Creative Commons
Jurnal Manajemen Strategis (JMT) is licensed under a Creative Commons Atribution 4.0 International License. Based on a work at http://ejournal.up45.ac.id/index.php/mantra

Jurnal Manajemen Strategis has been indexed/archived by:

Journal of Strategic Management (JMT)

Organized by Management Department, Universitas Proklamasi 45. Yogyakarta, Indonesia

Published by Universitas Proklamasi 45, Yogyakarta, Indonesia.

Email: jurnal.mantra@up45.ac.id  |  jurnalmantra@gmail.com

e-ISSN 3046-6377