Pengaruh Brand Image dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Pengiriman JNE Express Di Kota Singaraja

Abstract

This study aims to examine the effect of brand image and service quality both simultaneously and partially on the customer loyalty of JNE Express delivery service in Singaraja City. The research design used is causal quantitative. This study uses purposive sampling to determine the sample. The number of samples used is 120 respondents. The instrument use in data collection is a questionnaire and the data analysis technique use is multiple linear regression analysis. The result of this study are: (1) Brand image and service quality have a significant effect on the customer loyalty of JNE Express delivery service in Singaraja City. (2) Brand image has a positive and significant effect on the customer loyalty of JNE Express delivery service in Singaraja City. (3) Service quality has a positive significant effect on the customer loyalty of JNE Express delivery service in Singaraja City.