Pengaruh Kualitas Pelayanan Dan Ketepatan Waktu Pengiriman Terhadap Kepuasan Pelanggan JNE Cabang Plupuh

Siwi, Anindia Shella Raka and , Tri Nur Wahyudi, S.Pd., M.M (2023) Pengaruh Kualitas Pelayanan Dan Ketepatan Waktu Pengiriman Terhadap Kepuasan Pelanggan JNE Cabang Plupuh. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to determine the effect of service quality and timely delivery on customer satisfaction at JNE Plupuh branch. This type of research uses quantitative research methods. This research design uses ex post facto design. The place to carry out this research is in the Plupuh area of Sragen district, Central Java. The sample size in this study was 95 customers. The sampling technique that will be used in this study is Incidental Sampling. The data analysis technique used in this study is by using multiple linear regression. The results of this study indicate that there is a positive influence of Service Quality on Customer Satisfaction as indicated by tcount (13.222) and sig value (0.000) <0.05 Ho: rejected. There is a positive effect of Timely Delivery on Customer Satisfaction as indicated by tcount (3.156) and sig value (0.002) <0.05 Ho: rejected. And there is a positive influence of Service Quality and Timeliness of Delivery on Customer Satisfaction as indicated by the Fcount value of (91.222) with Significance (0.000) <α 0.05 meaning that together the variables of Service Quality, Timely Delivery affect Customer Satisfaction. The result of the coefficient of determination (R2) is 0.653, this means that the 65.3% Customer Satisfaction variable is influenced by the quality of service and the timeliness of delivery. The remaining 34.7% is influenced by other variables outside of this study. Relative Contribution (SR%) and Effective Contribution (SE%) variables of service quality provide 95.3% Relative Contribution and 60.5% Effective Contribution. The variable on time delivery gives a Relative Contribution of 4.7% and an Effective Contribution of 2.9%. Based on the magnitude of the Relative Contribution and the Effective Contribution, it appears that the service quality variable has the greatest influence on customer satisfaction.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Quality of Service, Punctuality, Customer Satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management H Social Sciences > HD Industries. Land use. Labor > HD28 Management > HD283 Marketing Management L Education > LC Special aspects of education > LC5301 Economic Education
Divisions:	Fakultas Keguruan dan Ilmu Pendidikan > Pendidikan Akuntansi
Depositing User:	ANINDIA SHELLA RAKA SIWI
Date Deposited:	24 May 2023 01:28
Last Modified:	24 May 2023 01:28
URI:	http://eprints.ums.ac.id/id/eprint/113025

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