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)

Putri Anggraini, Ai Netty Sumidartiny

Abstract


This study aims to determine and analyze the effect of timeliness and e-servqual on customer
satisfaction 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%.

Keywords


-

Full Text:

PDF

References


Anggara, s. (2012). ilmu administrasi negara . bandung : pustaka setia.

Daryanto, & setyobudi . (2014). konsumen dan pelayanan prima. yogyakarta : 2014.

Fahmi, i. (2015). pengantar ilmu administrasi . bandung: alfabeta .

Ghozali , i. (2013). aplikasi analisis multivariate dengan program IBM SPSS update PLS reguler.

semarang: badan penerbit universitas diponegoro.

Ghozali, i. (2011). aplikasi analisis multivariate dengan program spss. semarang: badan penerbit

universitas diponegoro.

Hafizha, s., abdurrahman, & nuryani, h. s. (2019). pengaruh kualita pelayanan, ketepatan waktu, tarif

pengiriman dan fasilitas terhadap kepuasan pelanggan J&T Express (Studi kasus pada

pelanggan J&T cabang kota sumbawa besar). jurnal manajemen dan bisnis, vol 2 (no. 1).

Handoko , h. b. (2010). cara mudah membangun blog toko online . jakarta : PT. Elex Media

Komputindo.

sugiyono. (2015). metode penelitian kuantitaif, kualitatif dan R & D. bandung.

Tjiptono , f. (2011). strategi pemasaran edisi 3. yogyakarta : andi .

Tjiptono, f., & gregorius, d. (2016). service, quality dan satisfaction : 4th edn. yogyakarta: andi

yogyakarta.




DOI: https://doi.org/10.31334/jambis.v1i6.2334

DOI (PDF): https://doi.org/10.31334/jambis.v1i6.2334.g1040

Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 JAMBIS : Jurnal Administrasi Bisnis

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

JAMBIS : Jurnal Administrasi Bisnis

ISSN 2775-2615 (Media Online)
Email :  [email protected]
Website: http://ojs.stiami.ac.id/index.php/JUMABI/index

 

INDEKS BY: