PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT JNE PERWAKILAN KAWALUYAAN TAHUN 2014

 

Oleh :

Putri Rahmayanti Tambunan, Fakultas Ilmu Terapan, Universitas Telkom

Bethani Suryawardani, Fakultas Ilmu Terapan, Universitas Telkom

 

ABSTRACT

 

Development of courier, freight and logistics in Indonesia is growing rapidly. That is because the needs of customers in terms of get higher shipments, one of the contributing factor is the increasing number of online business in Indonesia. Customer satisfaction is one of the factors which is determining the success of an enterprise service delivery/ courier. Currently the courier and logistics businesses increasingly vying to offer courier services with various advantages possessed by the company.

The purpose of this study was to determine the effect of service quality (reliability, responsiveness, assurance, empathy and tangibles) simultaneously and partially on the level of customer satisfaction, a case study in JNE Kawaluyaan. Research method used in this study is descriptive and verification methods. Data were collected by questionnaire and analyzed by multiple linear regressions.

The result of this study can be concluded that service quality and customer satisfaction has been included in the high category because it is in the range of 62.50%-81.25% on the continuum line. Quality of services provided JNE Kawaluyaan has the simultaneous effect on customer satisfaction by 56.4%. Otherwise partially, there are only three dimensions of service quality that significantly affect customer satisfaction, there are dimensions of responsiveness, tangibles and reliability.

 

Keywords : Service Quality;Customer Satisfaction; TERRA

 

Penelitian ini telah dipublish pada:

Jurnal Banking And Management Review Vol.2 Nomor 2 November 2015