PENGARUH WORD OF MOUTH, SERVICE QUALITY, DAN BRAND IMAGE TERHADAP KEPUTUSAN PENGGUNAAN JASA EKSPEDISI NUSANTARA CARD SEMESTA (NCS) (Studi pada Pengguna NCS di Purwokerto)

VIONI, GHANILIA (2022) PENGARUH WORD OF MOUTH, SERVICE QUALITY, DAN BRAND IMAGE TERHADAP KEPUTUSAN PENGGUNAAN JASA EKSPEDISI NUSANTARA CARD SEMESTA (NCS) (Studi pada Pengguna NCS di Purwokerto). S1 thesis, Universitas Muhammadiyah Purwokerto.

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Abstract

The purpose of this study was to analyze the effect of word of mouth, service quality, and brand image on the decision to use Nusantara Card Semesta (NCS) expedition services in Purwokerto City. The sample in this study were consumers who used NCS services. The samples were obtained as many as 143 respondents. The results of the study revealed that the variables of word of mouth, service quality, and brand image simultaneously have a significant effect on usage decisions. Word of mouth partially has no effect on the decision to use. Service Quality partially has a positive and significant effect on the decision to use. Brand Image partially has a significant and positive effect on usage decisions.

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