PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN SHOPEE EXPRESS (STUDI PADA MASYARAKYAT DESA LANGIR)

Maria Triyati Icha Fiana; Nunsio Handrian Meylano; Viktor Eko Transilvanus

PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN SHOPEE EXPRESS (STUDI PADA MASYARAKYAT DESA LANGIR)

Authors

Maria Triyati Icha Fiana Universitas Nusa Nipa
Nunsio Handrian Meylano Universitas Nusa Nipa
Viktor Eko Transilvanus Universitas Nusa Nipa

Keywords:

Kualitas Pelayanan, Kepercayaan, Loyalitas Pelanggan

Abstract

This study aimed to: (1) describe Customer Loyality, Service Loyality, and Trust: and (2) analyze the influence of service quality and trust on customr loyalty, both partially and simultaneously. The research population consisted of 98 residents of Langir Village. Due to the limited population size, this study employed a census method (saturated sampling). Data were collected through questionnaires and analyzed using descriptive methonds and interfitial statistics,specifically multiple linear regression. Hypothesis testing was conductes using the F-test and t-test.

The results of the descriptive analysis indicated that customer loyalty, sercive quality, and trust were all categorized as good. The results of the t-test showed that, partially, service quality had a positive and significant effect on customer loyalty. Furthermone, trust hand a positive significant effecet on customer loyalty. The results of the F-test indicated that, simultaneously, service quality and trust had a significant effect on customer loyalty. The coefficient of determination analysis indicated that the two independent variables in this study explained 0,151% of the variance in Shopee Express customer loyalty among the residents of Langir Village.

Keywords: Servicce Quality, Trust, Customer Loylity

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Published

2026-06-30

How to Cite

Maria Triyati Icha Fiana, Nunsio Handrian Meylano, & Viktor Eko Transilvanus. (2026). PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN SHOPEE EXPRESS (STUDI PADA MASYARAKYAT DESA LANGIR). Jurnal Projemen UNIPA, 13(2), 589–615. Retrieved from https://ejournal-nipamof.id/index.php/Projemen/article/view/1522