PENGARUH HARGA KUALITAS PELAYANAN DAN KETEPATAN PENGIRIMAN TERHADAP KEPUASAN PELANGGAN JASA PENGIRIMAN BARANG JNE (Studi Kasus: JNE Cabang Kebon Nanas)

Kawasa, Arya Jaya (2020) PENGARUH HARGA KUALITAS PELAYANAN DAN KETEPATAN PENGIRIMAN TERHADAP KEPUASAN PELANGGAN JASA PENGIRIMAN BARANG JNE (Studi Kasus: JNE Cabang Kebon Nanas). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh antara harga, kualitas pelayanan dan ketepatan pengiriman terhadap kepuasan pelanggan jasa pengiriman JNE cabang kebon nanas Penelitian ini menggunakan data primer dengan penyebaran kuesioner. populasi penelitian ini adalah masyarakat yang menggunakan jasa pengiriman JNE di JNE cabang kebon nanas. Sampel dalam penelitian ini berjumlah 100 orang responden dengan menggunakan purposive sampling. Analisis data penelitian ini menggunakan analisis koefisien determinasi menggunakan SPSS versi 26.0. Hasil penelitian ini membuktikan bahwa: variabel Harga secara parsial tidak berpengaruh terhadap Kepuasan Pelanggan, Kualitas Pelayanan secara parsial berpengaruh terhadap Kepuasan Pelanggan, Ketepatan Pengiriman secara parsial berpengaruh terhadap Kepuasan Pelanggan, selanjutnya secara simultan dapat dikatakan bahwa variabel Harga, Kualitas Pelayanan dan Ketepatan Pengiriman berpengaruh terhadap Kepuasan Pelanggan. ABSTRACT This study aims to determine the effect of price, service quality and delivery accuracy on customer satisfaction of JNE delivery service at the pineapple garden branch This study uses primary data by distributing questionnaires. The population of this research is people who use JNE delivery services at JNE pineapple garden branch. The sample in this study amounted to 100 respondents using purposive sampling. The data analysis of this study used the coefficient of determination analysis using SPSS version 26.0. The results of this study prove that: Price variable partially has no effect on Customer Satisfaction, Service Quality partially affects Customer Satisfaction, Delivery Accuracy partially affects Customer Satisfaction then simultaneously it can be said that variable price, service quality and delivery accuracy affect customer satisfaction.

Item Type: Thesis (Skripsi)
Contributors:
ContributionContributorsNIDNEmail
Thesis advisorHaholongan, RutinaiasUNSPECIFIEDrutinaias@stei.ac.id
Subjects: Manajemen > Manajemen Pemasaran
Divisions: S1 Manajemen
Depositing User: Users 1101 not found.
Date Deposited: 10 Dec 2020 07:33
Last Modified: 10 Dec 2020 07:33
URI: http://repository.stei.ac.id/id/eprint/2218

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