PENGARUH KUALITAS PELAYANAN DAN KETEPATAN PENGIRIMAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN JASA PENGIRIMAN BARANG NINJA EXPRESS DI MASA PANDEMI COVID-19

Saefur Rohman, Fino Wahyudi Abdul

Abstract


The Effect of Service Quality and Delivery Accuracy on Customer Satisfaction in Using Ninja Express Freight Forwarding Services during the Covid-19 Pandemic, Saefur Rohman, NPM: CF116112019, This study aims to determine how much influence Service Quality and Delivery Accuracy have on customer satisfaction. The sample used in this study consisted of 60 respondents obtained through nonprobability sampling techniques. The method used was accidental sampling. The dependent variable in this study was Customer Satisfaction and the independent variables were Service Quality and Delivery Accuracy. The results of this study indicate that Service Quality and Delivery Accuracy simultaneously have an effect on Customer Satisfaction. This can be seen from the results of the f test which shows a significance value of 0.000 <0.05 and Fcount value of 21.709> Ftable value of 3.16. This shows that H3 is accepted.

Keywords


service quality; delivery accuracy; customer satisfaction

Full Text:

PDF

References


Andriansyah. (2015). Manajemen Transportasi Dalam Kajian dan Teori. Fakultas Ilmu Sosial dan Ilmu Politik Universitas Prof.Dr. Moestopo Beragama

Fandy, Tjiptono. 2011. Service Management Mewujudkan Layanan Prima. Edisi 2. Yogyakarta: Andi Fandy, Tjiptono. Pemasaran Jasa (Prinsip, Penerapan, Penelitian.), Yogyakarta : Andi ,2014). Ghozali, Imam. 2009. Aplikasi Analisis Multivariaget dengan Program SPSS. Semarang :UNDIP. Hurriyati, R. (2014). Bauran Pemasaran dan Loyalitas Konsumen. Bandung : Alfabeta. Irawan, Handi. 2009. 10 Prinsip Kepuasan Pelanggan, Jakarta : Elek Media Komputindo

Lewis & Boom (2012). Service, Quality & Satisfaction. Edisi ke 3. Fandy Tjiptono& Gregorius Chandra, Yogyakarta: Penerbit Andi.

Lovelock, C., Wirtz, J., & Jacky Mussry. (2011). Pemasaran Jasa. edisi 7. Erlangga: Jakarta.

Ratnasari T. Ririn., Mastuti H Aksa. (2011). Manajemen Pemasaran Jasa. Penerbit: Ghalia Indonesia.

Sugiyono. 2010. Metode Penelitian Pendidikan Pendekatan Kuantitatif, kualitatif, dan R&D, Bandung: Alfabeta

Sugiyono. 2019. Metode penelitian Kuantitatif Kualitatif dan R&D. Edisi kedua. Bandung: Alfabeta

Umar, Husein. Studi Kelayakan Bisnis Edisi Kelima. Jakarta: Gramedia PustakaUtama. 2012.




DOI: https://doi.org/10.31334/logistik.v5i1.1188

DOI (PDF): https://doi.org/10.31334/logistik.v5i1.1188.g612

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Jurnal Logistik Indonesia

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

_____________________________________________

Jurnal Logistik Indonesia

ISSN 2579-8952 (media cetak), 2621-6442 (media online)

Email : logistikindonesiajournal@gmail.com/logistikindonesiajournal@stiami.ac.id

Website: http://ojs.stiami.ac.id/index.php/logistik

LISTED & INDEXED :


View My Stats