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

Development Research of Management

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Title Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]
 
Creator Panjaitan, Januar Efendi
Yuliati, Ai Lili
 
Subject Business
quality of service; customer satisfaction
 
Description 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.
 
Publisher Universitas Pelita Harapan
 
Contributor —
 
Date 2016-10-07
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ojs.uph.edu/index.php/DJM/article/view/197
10.19166/derema.v11i2.197
 
Source DeReMa (Development Research of Management): Jurnal Manajemen; Vol 11, No 2 (2016): September; 265-289
2476-955X
1907-0853
 
Language ind
 
Relation https://ojs.uph.edu/index.php/DJM/article/view/197/130
 
Rights Copyright (c) 2016 Januar Efendi Panjaitan, Ai Lili Yuliati
http://creativecommons.org/licenses/by-sa/4.0