Pengaruh Harga dan Kualitas Pelayanan terhadap Keputusan Penggunaan Jasa Layanan pada JNE Express Tanjung Priok Jakarta Utara

Abstract

The phenomenon in this research is related to the increasingly fierce competition in the shipping service industry. Some of the problems that occur regarding complaints of 'delivered' status sent but the package has not been received, the package received is wrong or confused with other packages, employees are not friendly in providing services, and payment transactions cannot use e-payment. The purpose of this research was to determine the impact of price and service quality on the decision to use services at JNE Express Tanjung Priok, North Jakatta. This research uses quantitative method with a descriptive analysis approach. The population is consumers at JNE Express Tanjung Priok North Jakarta. The sample was taken using the Slovin formula calculation. Data analysis using multiple linear regression models, T test, F test, and R2 coefficient of determination test. The results showed that simultaneously the variables Price and Service Quality affect the Decision to Use Services. This is evidenced by the results of the F test which has a significance value of 0.000 <0.05. The T test results for the Price variable are 0.006, the Service Quality variable is 0.000 where the value is smaller than 0.05. Based on the results of the T test, it can be concluded that all variables, namely Price and Service Quality, have an impact on the Decision to Use Setvices. The results of the coefficient of determination (R2), the decision to use services at JNE Express Tanjung Priok North Jakatta is influenced by the price and setvice quality variables of 0.581 or (58.1%), while the remaining 41.9% is influenced by other variables which were not examined in this research.