ESTD PERPUSTAKAAN UNTAD
ESTD PERPUSTAKAAN UNTAD
| JudulPENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASA PENGIRIMAN J&T EKSPRES DI KOTA PALU |
| Nama: NI KOMANG LUH PUSPITA SARI |
| Tahun: 2020 |
| Abstrak The objective of this research is to analyze the service quality on customer satisfaction using the expedition of J&T express in Palu City. The independent variables consist of physical evidence, empathy, reliability, responsiveness and guarantee. The dependent variable is customer satisfaction. The sample totaled 90 respondents taken through purposive sampling technique. Data analysis method used was multiple linear regressions. The results of the research show that the variable of service quality that consist of physical evidence, empathy, reliability, responsiveness and guarantee simultaneously have a significant influence on customer satisfaction using the expedition of J&T Express in Palu City. Guarantee has a dominant influence on customer satisfaction using the expedition of J&T Express in Palu City. |