Alqadri, Muhammad Akbar (2022) PENGARUH E-TRACKING, KUALITAS PELAYANAN DAN KETEPATAN WAKTU PENGIRIMAN TERHADAP KEPUASAAN PELANGGAN PERUSAHAAN JASA EXPEDISI JALUR NUGRAHA EKAKURIR (JNE) (Studi Kasus Jalur Nugraha Ekakurir Cabang Sindang Jakarta Utara). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
ABSTRAK Tujuan dari penelitian ini untuk mengetahui pengaruh e-tracking, kepuasan pelayanan, ketepatan waktu pengiriman terhadap kepuasaan pelanggan perusahaan jasa nugraha ekakurir (JNE). Penelitian ini menggunakan data primer dengan penyebaran kuisoner. Populasi penelitian ini adalah masyarakat yang menggunakan jasa pengiriman JNE cabang koja Tanjung Priok. Sampel dalam penelitian ini berjumlah 97 responden dengan menggunakan purposive sampling. Analisis data penelitian ini menggunakan SPSS 26.0. Teknik pengujian data yang digunakan dalam penelitian ini meliputi uji validitas, uji reabilitas. Analisis regresi berganda, koefisien determinasi dan uji t, uji f. Hasil penelitian ini membuktikan bahwa : Variabel E-tracking berpengaruh terhadap Kepuasaan Pelanggan, Kualitas Pelayanan secara parsial berpengaruh terhadap Kepuasaan Pelanggan, Ketepatan Waktu secara parsial berpengaruh terhadap Kepuasaan Pelanggan. The purpose of this study was to determine the effect of e-tracking, service satisfaction, timeliness of delivery on customer satisfaction of the Nugraha Ekakurir (JNE) service company. This study uses primary data by distributing questionnaires. The population of this research is the people who use the delivery service of JNE Koja Tanjung Priok branch. The sample in this study amounted to 97 respondents using purposive sampling. Analysis of the research data using SPSS 26.0. Data testing techniques used in this study include validity tests, reliability tests. Multiple regression analysis, coefficient of determination and t test, f test. The results of this study prove that: E-tracking variable affects customer satisfaction, service quality partially affects customer satisfaction, punctuality partially affects customer satisfaction.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Muhammad Akbar Alqadri | ||||||||
| Date Deposited: | 07 Jan 2023 03:31 | ||||||||
| Last Modified: | 07 Jan 2023 03:31 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/9381 |
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