Yanzah, Teuku Dhani and Abadi, Fiter (2015) The Impact of Value Added Service Towards Customer Satisfaction and Customer Loyalty in JBL (Jasa Berdikari Logistic) Company. Bachelor thesis, Swiss German University.

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Abstract

The purpose of this research is to analyze the impact of value added service toward customer satisfaction, analyze the impact of value added service toward customer loyalty and analyze the impact of value added service toward customer loyalty with the role of customer satisfaction. According to Janakiraman (2011), logistic plays an important part of the supply chain. Logistic invloves planning, implementation, and effective flow of goods, services, and related information from sender to the receiver. This phenomenon gives the logistic industry a chance to expand their customer or to keep the customer loyal. The first phase of the research involves questionnaires distribution to JBL (Jasa Berdikari Logistic) company's costumer. This action was done to analyze the topic based on costumer's perception. To validate answers, the researcher use SPSS software to test the data collected from respondents. By analyzing the impact of value added service towards customer satisfaction and loyalty the researcher is expecting to measure whether the previous study is accurate or not and how high the impact level of value added service towards each variable. This will allow JBL (Jasa Berdikari Logistic) to consider whether they should continue to offer their current value added service or offer other option instead. But in the end, JBL should improve their value added service which lead to customer satisfaction and loyalty.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Value Added Service; Customer Satisfaction; Customer Loyalty; Jasa Berdikari Logistic.
Subjects:	H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Atroridho Rizky
Date Deposited:	17 Nov 2020 15:08
Last Modified:	17 Nov 2020 15:08
URI:	http://repository.sgu.ac.id/id/eprint/1473

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