ANALISIS PENGARUH PERCEIVED RISK, CUSTOMER EXPERIENCE, CORPORATE IMAGE SERTA PRICE TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER TRUST DAN WORD OF MOUTH PADA PENGGUNA JNE EXPRESS CABANG UTAMA AW. SYAHRANIE DI KOTA SAMARINDA --

ABSTRACT
This study aims to identify the effect of Perceived Risk, Customer Experience, Corporate Image, as well Price on Customer Loyalty through Customer Trust and Word of Mouth in JNE Express users in the city of Samarinda. This study uses a quantitative approach using path analysis processed with IBM SPSS Statistic V 23 and Structural Equation Modeling (SEM) software with IBM AMOS V 5 software. The sample of 126 respondents were taken from Samarinda City. The measurement scale uses a likert scale with a score of 1 - 5. This study also tested the validity and reliability test, then carried out further test of estimation and structural fit model test.
Based on structural model, it can be proven that Customer Experience, Corporate Image and Price significantly influence Customer Trust; Corporate Image, Price and Customer Trust significantly influence Word of Mouth; Perceived Risk, Customer Trust and Word of Mouth significantly influence Customer Loyalty; Perceived Risk have no significant effect on Trust; Perceived Risk and Customer Experience have no significant effect on Word of Mouth; Customer Experience, Corporate Image and Price have no significant effect on Customer Loyalty.
Keywords : Perceived Risk, Customer Experience, Corporate Image, Price, Customer Trust, Word of Mouth, Customer Loyalty, JNE Express.
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ABSTRAK
Penelitian ini bertujuan untuk menganalisa Perceived Risk, Customer Experience, Corporate Image, serta Price terhadap Customer Loyalty melalui Customer Trust dan Word of Mouth Pada Pengguna JNE Express Cabang Utama AW. Syahranie di Kota Samarinda. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan path analysis yang diolah dengan software IBM SPSS Statistic 23 dan Structural Equation Modeling (SEM) dengan software IBM AMOS 5. Penelitian ini menggunakan sampel sebanyak 126 responden yang berasal dari Kota Samarinda. Skala pengukuran menggunakan skala Likert dengan skor 1 - 5. Dalam penelitian ini juga dilakukan uji validitas dan uji reliabilitas, selanjutnya dilakukan selanjutnya dilakukan uji estimasi dan uji structural model fit.
Berdasarkan model structural dapat dibuktikan bahwa Customer Experience, Corporate Image dan Price berpengaruh signifikan terhadap Customer Trust; Corporate Image, Price dan Customer Trust berpengaruh signifikan terhadap Word of Mouth; Perceived Risk, Customer Trust dan Word of Mouth berpengaruh signifikan terhadap Customer Loyalty; Perceived Risk tidak berpengaruh signifikan terhadap Customer Trust; Perceived Risk dan Customer Experience tidak berpengaruh signifikan terhadap Word of Mouth; Customer Experience, Corporate Image dan Price tidak berpengaruh signifikan terhadap Customer Loyalty.
Kata Kunci : Perceived Risk, Customer Experience, Corporate Image, Price, Customer Trust, Word of Mouth, Customer Loyalty, JNE Express.