Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Perusahaan Jasa Pengiriman Barang
Studi Pada Pelanggan PT Jalur Nugraha Ekakurir (JNE) Kota Banjar
Abstract
This research aims to determine and analyze service quality on customer satisfaction of goods delivery service companies at PT Lintas Nugraha Ekakurir (JNE) in the Banjar city area. The type of research used in this research is casual associative with a quantitative approach. The statistical method used in this research is Pearson Product Moment Correlation. The sampling technique used a simple random sampling method and the sample size was 99 respondents. Based on the research results, the correlation value between the variables was obtained at 0.436, which is quite strong. The coefficient of determination is 0.182, meaning that the influence of service quality on customer satisfaction of goods delivery service companies at PT Lintas Nugraha Ekakurir (JNE) in the Banjar city area is 18.2% and the remaining 81.8% is the influence of other factors that were not studied. From the hypothesis test results, it is obtained that tcount is more than (>) ttable or a Sig value of 0.00, then Ha is accepted and Ho is rejected. This means that service quality significantly influences customer satisfaction with goods delivery service companies at PT Lintas Nugraha Ekakurir (JNE) in the Banjar city area.
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