Dela Pari Ayu Sundari, NIM. 212019364 (2023) Pengaruh kualitas pelayanan terhadap kepuasan konsumen JNE di Kota Palembang. Skripsi thesis, Universitas Muhammadiyah Palembang.

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Abstract

Dela Pari Ayu Sundari/ 212019364/ 2023/The Influence of Service Quality on JNE Satisfaction in Palembang City This study aims to determine (1) the effect of responsiveness, assurance, physical evidence, ability and care on JNE consumer satisfaction in Palembang City, (2) The effect of responsiveness on JNE customer satisfaction in Palembang City, (3) The Effect of Guarantee (assurance) on JNE satisfaction in Palembang City, (4) Effect of physical evidence (tangible) on JNE consumer satisfaction in Palembang City, (5) Effect of Reliability on JNE consumer satisfaction in Palembang City, (6) Effect of caring (empathy) ) on JNE consumer satisfaction in Palembang City. The sample used was 100 respondents using purposive sampling technique. The data used is primary data, with a questionnaire data collection method. The analysis technique used is multiple linear regression. The results of the analysis prove (1) there is a significant effect of responsiveness, assurance, physical evidence, ability and concern for JNE consumer satisfaction in Palembang City, (2) there is a significant effect of responsiveness on JNE customer satisfaction in Palembang City, (3) there is a significant effect Guarantee on JNE satisfaction in Palembang City, (4) There is no significant effect of physical evidence on JNE consumer satisfaction in Palembang City, (5) There is no significant effect on Ability on JNE customer satisfaction in Palembang City, (6) There is no caring effect on satisfaction JNE consumers in Palembang City. The results of the coefficient of determination of service quality are only able to contribute to changes that occur in consumer satisfaction with a large contribution of 21.9%. Keywords: Quality of Service (Responsiveness, Assurance, Physical Evidence, Capability, Caring) and Consumer Satisfactio

Item Type:	Thesis (Skripsi)
Additional Information:	Pembimbing : 1. Dr. Diah Isnaini Asiati, SE.,M.M 2. Mardiana Puspasari.,SE.,M.Si
Uncontrolled Keywords:	Keywords: Quality of Service (Responsiveness, Assurance, Physical Evidence, Capability, Caring) and Consumer Satisfactio
Subjects:	Manajemen > hubungan masyarakat Ekonomi dan Bisnis > Manajemen Manajemen > promosi penjualan
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen (S1)
Depositing User:	mahasiswa Fakultas Ekonomi & Bisnis
Date Deposited:	29 Apr 2023 01:27
Last Modified:	29 Apr 2023 01:27
URI:	http://repository.um-palembang.ac.id/id/eprint/24417

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