The Impact of Marketing Public Relations and Service Recovery to Gain Customer Loyalty

Abstract

The aim of this research is to analyze the influence of Marketing Public Relations and Service Recovery on Customer Loyalty of PT Nugraha Ekakurir Line (JNE) Medan. Data was collected through distributing questionnaires involving 400 JNE customers, and using quantitative research.. The sampling technique used in this research was nonprobability sampling with a purposive sampling method. Data collection used a questionnaire distributed electronically via Google Forms. The data was analyzed using SPSS 22. The research findings show that marketing public relations and service recovery partially and simultaneously have a positive and significant effect on customer loyalty at PT Nugraha Ekakurir Line (JNE) Medan. The results obtained provide a better understanding of the relationship marketing public relations and service recovery on customer loyalty.