Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]

Januar Efendi Panjaitan, Ai Lili Yuliati
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引用次数: 44

Abstract

The purpose of this study was to determine the effect of Quality of Service Quality of Service Customer Satisfaction either simultaneously or partially on Cabang JNE Bandung. JNE is a freight company and documents that have been established since 1990. In 2004, JNE set up headquarters in Jakarta. The JNE Bandung has a branch office in Jalan Permata Kawaluyaan numbers 1-4 Soekarno Hatta, Bandung. The type of research used in this study was descriptive research type using a quantitative approach. The analysis technique used was descriptive analysis techniques and multiple linear regression. While the sampling technique used was Non Probability sampling using purposive sampling and number of samples of 78 people. The results of this research showed that the quality of service (X) consisting of Reliability, Assurance, Tangibles, Empathy, and Responsiveness simultaneously had significant influence on satisfaction of customers with significant value (p value) of 0.003 < 0.05. Partial test results showed that the only variable that empathy has a partial effect on was customer satisfaction with the number of variables of significance (p value) amounted to 0.021 < 0.05.
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服务质量对顾客满意度的影响及JNE万隆分公司
摘要本研究旨在探讨服务品质、服务品质与顾客满意同时或部分地对Cabang JNE万隆的影响。JNE是一家成立于1990年的货运和单据公司。2004年,JNE在雅加达设立总部。JNE万隆在Jalan Permata Kawaluyaan号码1-4 Soekarno Hatta,万隆设有分公司。本研究使用的研究类型为描述性研究类型,采用定量方法。分析技术采用描述性分析技术和多元线性回归。而使用的抽样技术是非概率抽样,采用有目的抽样,样本数量为78人。本研究结果显示,由Reliability、Assurance、tangible、Empathy、Responsiveness组成的服务质量(X)同时对顾客满意度有显著影响,且显著值(p值)为0.003 < 0.05。部分检验结果显示,共情对顾客满意有部分影响,显著变量数(p值)为0.021 < 0.05。
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发文量
14
审稿时长
20 weeks
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