Pengaruh Elemen Logistik Terhadap Kepuasan Pelanggan ( Studi Kasus 3 Toko Bangunan di Kelurahan Harapan Jaya, Kecamatan Bekasi Utara )

Abstract

This study aims to determine how much influence the Elements of Logistics on Customer Satisfaction (Case Study 3 Building Stores in the Harapan Jaya Village, North Bekasi District). The population of this study were customers who came to Sinar Harapan Building Stores, Anam Building Stores and Rapid Building Stores. Samples in this study as many as 90 people using the non-probability sampling method that is accident sampling, then the data is processed by simple linear regression analysis. The dependent variable in this study is customer satisfaction and the independent variable is the logistics element. The results of the study indicate that the logistics element has an influence on customer satisfaction. It can be seen from the results of the coefficient of determination (R2) which shows the value of R2 = 0.402. It means that the Logistics Element variable (X) can affect Customer Satisfaction (Y) by 40,2%, 59,8% the rest is equal are influenced by other variables not included in the model or equation in this study.