PENGARUH KEPERCAYAAN, HARGA, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN STUDI KASUS PADA PELANGGAN PT TIKI JALUR NUGRAHA EKAKURIR TEMASLINE JAKARTA UTARA

Fachroji, Muhamad (2022) PENGARUH KEPERCAYAAN, HARGA, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN STUDI KASUS PADA PELANGGAN PT TIKI JALUR NUGRAHA EKAKURIR TEMASLINE JAKARTA UTARA. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia.

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Abstract

This study aims to examine how the influence of Trust, Price, and Service Quality on Customer Satisfaction at PT Tiki Jalur Nugraha Ekakurir Temasline, North Jakarta. The population in this study are customers who use goods delivery services at PT Tiki Jalur Nugraha Ekakurir Temasline, North Jakarta, with a total of 153 respondents. The sample was determined based on the incidental method (nonprobability sampling) with the Slovin formula, the number of respondents was 111 customers as a sample. This research uses quantitative research which is measured using the spearmen correlation method and multiple correlation using the SPSS (Software Product and Service Solution) Version 25.0 application. The results of the t-test of this study indicate that trust has no effect on customer satisfaction with a significance value of 0.157> 0.05. Price has no effect on customer satisfaction with a significance value of 0.157 > 0.05. Service quality has an effect on customer satisfaction with a significance value of 0.002 > 0.05. Penelitian ini bertujuan untuk menguji bagaimana pengaruh dari Kepercayaan, Harga, dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PT Tiki Jalur Nugraha Ekakurir Temasline Jakarta Utara. Populasi dalam penelitian ini adalah pelanggan pengguna jasa pengiriman barang di PT Tiki Jalur Nugraha Ekakurir Temasline Jakarta Utara sejumlah 153 responden. Sampel ditentukan berdasarkan metode incidental (nonprobability sampling) dengan rumus slovin, didapat jumlah responden sebanyak 111 pelanggan sebagai sampel. Penelitian ini menggunakan jenis penelitian kuantitatif yang diukur menggunakan metode korelasi sprearmen dan korelasi berganda menggunakan aplikasi SPSS (Software Product and Service Solution) Versi 25.0. Hasil Uji t penelitian ini menunjukan Kepercayaan tidak berpengaruh terhadap Kepuasan Pelanggan dengan nilai signifikasi 0,157 > 0,05. Harga tidak berpengaruh terhadap Kepuasan Pelanggan dengan nilai signifikasi 0,157 > 0,05. Kualitas Pelayanan berpengaruh terhadap Kepuasan Pelanggan dengan nilai signifikasi 0,002 > 0,05.

Item Type: Thesis (Skripsi)
Contributors:
ContributionContributorsNIDNEmail
Thesis advisorPranitasari, DiahNIDN0315086903nitadpranitasari@gmail.com
Uncontrolled Keywords: Kepercayaan, Harga, Kualitas Pelayanan, Kepuasan Pelanggan
Subjects: Manajemen > Manajemen Pemasaran
Divisions: S1 Manajemen
Depositing User: MUHAMAD FACHROJI
Date Deposited: 18 Jul 2022 06:51
Last Modified: 18 Jul 2022 06:51
URI: http://repository.stei.ac.id/id/eprint/7713

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