Pengaruh Kualitas Pelayanan PT. Tiki Jalur Nugraha Ekakurir (JNE)Cabang Pusat Setrasari terhadap Loyalitas Konsumen.
#$
%#
!
"
#
$
%
&
'
(%&') *
+
*
,
$
'
&
$
(%&')
.
/
'
0 1
*
,
2
3
Universitas Kristen Maranatha
.
.
.
.
.
+ 9
C
.
.
.
4
+
.
4
+'
. (
0+ 0
4 .
,
)
+ =
8 (
8
) , 4 .
.
. 3
(
(
,
.
(
+
.
*
+ 9
.
(
8
(
.
. 3
+
.
) ,
0+ 0
4
4
.
4/
,
(
)
. +
( ' 3
(
(
8 (
(
D
B
Universitas Kristen Maranatha
3
9
9-D-*- )7 7D ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
9-D-*-
, E, -9- ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
7 -0 ,
2-0--
7 -0 ,
2-0-- *, E- - -
*, EE7 - -
,- D -
++++++++++++++++++++++++++++++++++++++++++++++++++++
, ,D 0 - 0
-
, 7 -9-- +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
-0- , E- 0- ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
4 * ,42 +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
-' 0 - ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ B
-10-
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++B
-10- E-*'- +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++B
-10- 0-',D ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++B
-10- D-*
'-'
,
+
- +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++B
-97D7- +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
D
+$
'
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
8
*
+% 0
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++#
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++#
+:
'-'
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&
-) -
7 0- -( , - E - ,*
, E,*'- E- 9
$+
D
0
0,
- ( -
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++;
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++;
B
Universitas Kristen Maranatha
$+ +
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++;
$+ +$
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++"
$+ +$+
D
+++++++++++++++++++++
$+ +$+$
*
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ %
$+ +:
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ :
$+ +# D
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ &
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ <
$+%
.
'),
%+
++++++++++++++
$+ +%
$+$
'-'
)
9
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$$
- *,0
)
, , ,D 0 - ++++++++++++++++++++++++++++++++++++++++++++++++++++$%
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$%
%+$
=
%+%
. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$%
(
(
0
.
++++++++++++++++++++++++++++++$;
%+%+
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$;
%+%+$
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$"
%+%+% 0
%+:
.
%+# 0
%+#+
.
+++++++++++++++++++++++++++++++++++++++++++++++++++++++$<
F
++++++++++++++++++++++++++++++++++++++++++++++++++++$<
-
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++%
7 =
%+#+$ 7
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++%
.
%+#+% 7
%+#+%+
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++%$
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++%$
7
%+#+%+$ 7
-
=- +++++++++++++++++++++++++++++++++++++++++++%%
7 0 +++++++++++++++++++++++++++++++++++++++++++++++++++%:
B
Universitas Kristen Maranatha
%+& 9
%+&+
=
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++%&
-
$
2
%+&+$ -
$
2
++++++++++++++++++++++++++++++++++++%"
%+&+% -
$
2
8 +++++++++++++++++++++++++++++++%<
%+&+: -
$
2
++++++++++++++++++++++++++++++++++++:!
%+&+# -
$
2
,
%+&+& -
$
2
D
%+; 9
'-' = 9- D , ,D 0 :+
' 3
++++++++++++++++++++++++++++++++++++++%&
++++++++++++++++++++++++++++++++++++++++++:
+++++++++++++++++++++++++++++++++++++++:$
.
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++:%
-
,*'-9- - ++++++++++++++++++++++++++++++++++++++++++:#
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++:#
:+ +
-
'
:+ +$ -
'
++++++++++:;
:+ +% -
'
) ,++++++:;
:+ +: -
'
)
:+$ 9
:+$+
7
+++++++++++++++++++++:&
1
) ,++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++:"
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++:<
7 =
:+$+ +
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++:<
7 =
=
. ' 3
+++++++++++++++++++++++++++++++++++++#!
:+$+ +$ 7 =
=
.
++++++++++++++++++++++++++++++++++++#!
:+$+ +% 7 =
=
.
8
:+$+ +: 7 =
=
.
++++++++++++++++++++++++++++++++++++#
:+$+ +# 7 =
=
. ,
+++++++++++++++++++++++++++++++++++++++++#$
:+$+ +& 7 =
=
. D
++++++++++++++++++++++++++++++++++++++#%
B
++++++++++++++++++++++++++++++#
Universitas Kristen Maranatha
:+% 7
.
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++#%
:+: 7
'
:+:+
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++##
7
:+:+$ 7 0
:+#
'-' =
8
-
=- 0
F
0
7
-
++++++##
+++++++++++++++++++++++++++++++++++++++++++++++++++++#;
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++#"
* 7D-
#+
-
- - ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&!
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&!
#+$
.
#+%
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&$
-10D-*
-10-
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&
7 0- - +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&%
- +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
A-2-0 9
7
, 7D
25,, 25356 + 4' ++++++++++++++++++++++ &&
&
&
?=
*
)
*
+
*
'
!!2#
6 / /
)
0
7
8
/ /
! !#
,
07,#
6
0
.
E
7
,
.
07,# (
+
8
B
$
/ /
0
7
,
$
$
07,#
$
G
!"#"
$
,
$
$
$
/ /
0
7
07,#
Universitas Kristen Maranatha
;
$
% "
*
)
?
B
*
B
4
1
Universitas Kristen Maranatha
2
'
0
' )
' -,"
=
!!
7
,
/ /
07,#
$
0
)
$
$
$
4: ;D
; 2D
&
! 4; S !!D L " ";$;D
! "4% S !!D L % $222D
! ":!
S !!D L 4 2$D
$
$
$
$
?
7
&
T#
! !:2*
!
&
T#
)
/ /
7
&
!
! !
0
&
O! !
)
7
&
,
07,# (
T#
!
&
)
;!
T#
2*
&
K
&
Universitas Kristen Maranatha
:) -
) +
;
/ /
4 7
&
0
7
,
T#
! !;$*
!
&
! !
T#
/ /
&
0
O
&
7
&
,
07,# (
T#
! ;!%*
!
&
! !
T#
&
K
)
/ /
" 7
&
0
&
7
,
! !!2*
&
T#
&
)
/ /
%
07,# (
T#
!
0
&
)
2 7
07,# (
O! !
&
0
7
,
07,# (
1
*
/ /
0
7
,
07,#
-
4
)
Universitas Kristen Maranatha
:) -
0
) +
;
'
'
?
/A.A /
,S
.
#* .
*'
*
-
4
C -
*
*
Universitas Kristen Maranatha
:) -
) +
;4
Universitas Kristen Maranatha
9! )
* '
'
7
! !#
=
>
* '
.
=
.
>
(
/
E
!!$# B
+
7
,
'
7
(
=
=
*
0
'! %
C -
=
5
=
! !# =
'
/
=
/
C -
*
.
1
? ' E,1I
.
*
!! # =
A
,
A
.
*
*
. -
7 )0
+
+
.
*
!
*0
,
B*
3
8 0
3 9*
4<
%
1
* E
1
1
#
?
1
!
")
.
?
1
1
B* '
@ ;2
?
1
07, '
?
%#
!
"
#
$
%
&
'
(%&') *
+
*
,
$
'
&
$
(%&')
.
/
'
0 1
*
,
2
3
Universitas Kristen Maranatha
.
.
.
.
.
+ 9
C
.
.
.
4
+
.
4
+'
. (
0+ 0
4 .
,
)
+ =
8 (
8
) , 4 .
.
. 3
(
(
,
.
(
+
.
*
+ 9
.
(
8
(
.
. 3
+
.
) ,
0+ 0
4
4
.
4/
,
(
)
. +
( ' 3
(
(
8 (
(
D
B
Universitas Kristen Maranatha
3
9
9-D-*- )7 7D ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
9-D-*-
, E, -9- ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
7 -0 ,
2-0--
7 -0 ,
2-0-- *, E- - -
*, EE7 - -
,- D -
++++++++++++++++++++++++++++++++++++++++++++++++++++
, ,D 0 - 0
-
, 7 -9-- +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
-0- , E- 0- ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
4 * ,42 +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
-' 0 - ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ B
-10-
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++B
-10- E-*'- +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++B
-10- 0-',D ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++B
-10- D-*
'-'
,
+
- +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++B
-97D7- +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
D
+$
'
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
8
*
+% 0
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++#
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++#
+:
'-'
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&
-) -
7 0- -( , - E - ,*
, E,*'- E- 9
$+
D
0
0,
- ( -
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++;
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++;
B
Universitas Kristen Maranatha
$+ +
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++;
$+ +$
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++"
$+ +$+
D
+++++++++++++++++++++
$+ +$+$
*
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ %
$+ +:
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ :
$+ +# D
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ &
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ <
$+%
.
'),
%+
++++++++++++++
$+ +%
$+$
'-'
)
9
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$$
- *,0
)
, , ,D 0 - ++++++++++++++++++++++++++++++++++++++++++++++++++++$%
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$%
%+$
=
%+%
. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$%
(
(
0
.
++++++++++++++++++++++++++++++$;
%+%+
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$;
%+%+$
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$"
%+%+% 0
%+:
.
%+# 0
%+#+
.
+++++++++++++++++++++++++++++++++++++++++++++++++++++++$<
F
++++++++++++++++++++++++++++++++++++++++++++++++++++$<
-
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++%
7 =
%+#+$ 7
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++%
.
%+#+% 7
%+#+%+
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++%$
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++%$
7
%+#+%+$ 7
-
=- +++++++++++++++++++++++++++++++++++++++++++%%
7 0 +++++++++++++++++++++++++++++++++++++++++++++++++++%:
B
Universitas Kristen Maranatha
%+& 9
%+&+
=
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++%&
-
$
2
%+&+$ -
$
2
++++++++++++++++++++++++++++++++++++%"
%+&+% -
$
2
8 +++++++++++++++++++++++++++++++%<
%+&+: -
$
2
++++++++++++++++++++++++++++++++++++:!
%+&+# -
$
2
,
%+&+& -
$
2
D
%+; 9
'-' = 9- D , ,D 0 :+
' 3
++++++++++++++++++++++++++++++++++++++%&
++++++++++++++++++++++++++++++++++++++++++:
+++++++++++++++++++++++++++++++++++++++:$
.
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++:%
-
,*'-9- - ++++++++++++++++++++++++++++++++++++++++++:#
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++:#
:+ +
-
'
:+ +$ -
'
++++++++++:;
:+ +% -
'
) ,++++++:;
:+ +: -
'
)
:+$ 9
:+$+
7
+++++++++++++++++++++:&
1
) ,++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++:"
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++:<
7 =
:+$+ +
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++:<
7 =
=
. ' 3
+++++++++++++++++++++++++++++++++++++#!
:+$+ +$ 7 =
=
.
++++++++++++++++++++++++++++++++++++#!
:+$+ +% 7 =
=
.
8
:+$+ +: 7 =
=
.
++++++++++++++++++++++++++++++++++++#
:+$+ +# 7 =
=
. ,
+++++++++++++++++++++++++++++++++++++++++#$
:+$+ +& 7 =
=
. D
++++++++++++++++++++++++++++++++++++++#%
B
++++++++++++++++++++++++++++++#
Universitas Kristen Maranatha
:+% 7
.
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++#%
:+: 7
'
:+:+
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++##
7
:+:+$ 7 0
:+#
'-' =
8
-
=- 0
F
0
7
-
++++++##
+++++++++++++++++++++++++++++++++++++++++++++++++++++#;
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++#"
* 7D-
#+
-
- - ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&!
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&!
#+$
.
#+%
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&$
-10D-*
-10-
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&
7 0- - +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++&%
- +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
A-2-0 9
7
, 7D
25,, 25356 + 4' ++++++++++++++++++++++ &&
&
&
?=
*
)
*
+
*
'
!!2#
6 / /
)
0
7
8
/ /
! !#
,
07,#
6
0
.
E
7
,
.
07,# (
+
8
B
$
/ /
0
7
,
$
$
07,#
$
G
!"#"
$
,
$
$
$
/ /
0
7
07,#
Universitas Kristen Maranatha
;
$
% "
*
)
?
B
*
B
4
1
Universitas Kristen Maranatha
2
'
0
' )
' -,"
=
!!
7
,
/ /
07,#
$
0
)
$
$
$
4: ;D
; 2D
&
! 4; S !!D L " ";$;D
! "4% S !!D L % $222D
! ":!
S !!D L 4 2$D
$
$
$
$
?
7
&
T#
! !:2*
!
&
T#
)
/ /
7
&
!
! !
0
&
O! !
)
7
&
,
07,# (
T#
!
&
)
;!
T#
2*
&
K
&
Universitas Kristen Maranatha
:) -
) +
;
/ /
4 7
&
0
7
,
T#
! !;$*
!
&
! !
T#
/ /
&
0
O
&
7
&
,
07,# (
T#
! ;!%*
!
&
! !
T#
&
K
)
/ /
" 7
&
0
&
7
,
! !!2*
&
T#
&
)
/ /
%
07,# (
T#
!
0
&
)
2 7
07,# (
O! !
&
0
7
,
07,# (
1
*
/ /
0
7
,
07,#
-
4
)
Universitas Kristen Maranatha
:) -
0
) +
;
'
'
?
/A.A /
,S
.
#* .
*'
*
-
4
C -
*
*
Universitas Kristen Maranatha
:) -
) +
;4
Universitas Kristen Maranatha
9! )
* '
'
7
! !#
=
>
* '
.
=
.
>
(
/
E
!!$# B
+
7
,
'
7
(
=
=
*
0
'! %
C -
=
5
=
! !# =
'
/
=
/
C -
*
.
1
? ' E,1I
.
*
!! # =
A
,
A
.
*
*
. -
7 )0
+
+
.
*
!
*0
,
B*
3
8 0
3 9*
4<
%
1
* E
1
1
#
?
1
!
")
.
?
1
1
B* '
@ ;2
?
1
07, '
?