PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN J&T EXPRESS TANJUNG BARAT (RANCHO)

Abstract

The goods delivery service business in Indonesia is thriving, especially during the Covid-19
pandemic, when people's online shopping activities increase. This makes delivery service providers
compete in making accurate strategies regarding price and service quality in order to meet
customer needs and create customer loyalty.This study aims to determine how price affects
customer loyalty, how service quality affects customer loyalty, and how price and service quality
simultaneously affect customer loyalty at J&T Express in Tanjung Barat (Rancho), South
Jakarta.The research method used was descriptive quantitative method. The sample consisted of 80
respondents who were selected using a non- probability sampling technique with the accidental
sampling method. The data was processed by multiple linear regression analysis.The results
showed that partially price had a positif and signifikan effect on customer loyalty, which was
indicated by tcount 3.727 > ttable 1.991 with a significance value of 0.000 < 0.05 and an R2 value of
0.542. This means that price affects customer loyalty by 54.2%. Service quality partially had a
positif and signifikan effect on customer loyalty, which was indicated by tcount 5.857 > ttable 1.991
with a significance value of 0.000 <0.05 and an R2 value of 0.626. This means that price affects
customer loyalty by 62.6%. Simultaneously, price and service quality have a positif and signifikan
influence on customer loyalty, which is indicated by Fcount 82,931 > Ftable 3.12 with a significance
value of 0.000 < 0.05 and an R2 value of 0.683 This means that simultaneously price and service
quality affect customer loyalty by 68.3%, with the remaining 31.7% influenced by other variabels
not examined in this study