Analisis Faktor-Faktor Yang Mempengaruhi Keputusan Menggunakan Jasa Pada PT. TIKI Jalur Nugraha Ekakurir (JNE) Cabang Kupang

GOETHA, Selfiana (2018) Analisis Faktor-Faktor Yang Mempengaruhi Keputusan Menggunakan Jasa Pada PT. TIKI Jalur Nugraha Ekakurir (JNE) Cabang Kupang. Diploma thesis, Universitas Katolik Widya Mandira.

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Abstract

The background of this research associated with use of shipping service at PT. Tiki JNE which declined in 2017. JNE's management also complained about the main problem of the decrease in the number of customers caused by the low awareness of JNE brand by the customers because it appears the competitors with a better level of innovation. In addition JNE has a limited operational time that makes customers less interested in using JNE services. The length of time the delivery of goods sometimes not in accordance with the promised time that makes customer confidence is reduced. In addition, customers also complain about the goods sometimes damaged by couriers who do not comply with SOP (Standard Operating Company) so as to make customers do not recommend JNE to friends or relatives. Problems in this research are 1) How customer description about Word Of Mouth, Brand Awareness, Brand Trust, interest of buying and Decision Using Service at PT. Tiki JNE Kupang Branch? 2) Is Word Of Mouth, Brand Awareness, and Brand Trust have a positive and significant impact on interest of buying and Decision of Using Services at PT. Tiki JNE Branch of Kupang? 3) Is Word Of Mouth, Brand Awareness, Brand Trust, and interest of buying have a positive and significant impact on Decision of Using Services at PT. Tiki JNE Branch of Kupang? The population in this research is all the user of shipping service of PT.Tiki JNE branch of Kupang. The sample was determined by 110 people, with accidental sampling technique. Data collection techniques used interviews, questionnaires, and documentation. The data were processed using descriptive statistical analysis and inferential statistical analysis. The analysis tool used in this research is Structure Equation Model (SEM) AMOS. The result of descriptive analysis gives the description of Word Of Mouth variable with the average of index value 79%, Brand Awareness 81,86%, Brand Trust 78,7%, interest of buying 76% and decision variables use services 82,76%. The average index value for all variables is high, because it is in the range of 70.34% -100%. The result of full structural equation model analysis, it can be concluded that the model is supported overall by empirical data. The results of inferential statistical tests show that Word Of Mouth, Brand Awareness, and Brand Trust partially significant effect on Buy Interest and Decision Using Services at PT. Tiki Jalur Nugraha Ekakurir (JNE) Branch of Kupang and Word Of Mouth, Brand Awareness, and Brand Trust partially significant effect on Decision of Using Service at PT. Tiki Jalur Nugraha Ekakurir (JNE) Branch of Kupang. Based on the analysis it is suggested that PT. Tiki Jalur Nugraha Ekakurir (JNE) Branch of Kupang can benefit from making ads more attractive, offering innovative products, providing friendly service, and improving advertisements on what products are provided.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Word Of Mouth, Brand Awareness, Brand Trust, Interest of Buying, and Decision of Using Services
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: Fakultas Ekonomika dan Bisnis > Program Studi Manajemen
Depositing User: Andreas M. Pati
Date Deposited: 14 Oct 2019 04:51
Last Modified: 14 Oct 2019 04:51
URI: http://repository.unwira.ac.id/id/eprint/325

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