The Influence of Timeliness and E - Servqual On Customer Satisfaction With The Delivery Service PT Jalur Nugraha Ekakurir (JNE) Express (Case Study Of JNE Express Mindi Customers In North Jakarta)
DOI:
https://doi.org/10.31334/jambis.v1i6.2334Keywords:
-Abstract
This study aims to determine and analyze the effect of timeliness and e-servqual on customersatisfaction with the delivery service of PT Lintas Nugraha Ekakurir (JNE) Express. The data
used was primary data which was collected through the distribution of questionnaires with a
Likert scale. The population in this study was 1,844,462 residents of North Jakarta. With
accidental sampling technique, a sample of 100 respondents was obtained from the population.
This study used a quantitative approach. Calculations and data analysis were performed using
SPSS 28.0. The results showed that partially (t test) Punctuality (X1) has a significant effect on
Customer Satisfaction (Y) as evidenced by tcount > ttable (4.234 > 1.984) and the coefficient of
determination (r2) of 43.5%. Partially (t test) E-Servqual (X2) has a significant effect on
Customer Satisfaction (Y) as evidenced by tcount > ttable (8.743 > 1.984) and the coefficient of
determination (r2) of 62.6%. Simultaneously (f test) Punctuality (X1) and E-Servqual (X2) have
a significant effect on Customer Satisfaction (Y) as evidenced by fcount > ftable (104.963 > 3.09)
and the coefficient of determination (r2) of 68.4%.
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