PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN JASA PENGIRIMAN BARANG J&T EXPRESS KOTA PALEMBANG MELALUI APLIKASI TOKOPEDIA

PUTRI, ANNISA SABRINA and Putri, Yulia Hamdaini (2023) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN JASA PENGIRIMAN BARANG J&T EXPRESS KOTA PALEMBANG MELALUI APLIKASI TOKOPEDIA. Undergraduate thesis, Sriwijaya University.

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Abstract

Penelitian ini bertujuan untuk mengetahui bagaimana convenience, reactivity, accuracy, caring, dan responsiveness mempengaruhi kepuasan pelanggan jasa pengiriman barang J&T Express kota Palembang melalui aplikasi Tokopedia. Metode penelitian yang digunakan adalah metode kuantitatif dengan pendekatan deskriptif. Data yang digunakan dalam penelitian adalah data primer. Teknik pengambilan sampel menggunakan Teknik non probability sampling. Sampel yang diteliti dalam penelitian ini sebanyak 100 responden yang merupakan masyarakat kota Palembang. Hasil penelitian secara parsial menunjukkan tingkat signifikansi yang diperoleh variabel independent yaitu convenience 0,048, reactivity 0,045, accuracy 0,027, caring 0,029, dan responsiveness 0,002 lebih kecil dari 0,05. Hal ini menunjukkan bahwa variabel independent berpengaruh secara parsial terhadap kepuasan pelanggan. Berdasarkan uji simultan diperoleh nilai signifikansi 0,000 < 0,05 maka dapat disimpulkan bahwa convenience, reactivity, accuracy, caring, dan responsiveness secara keseluruhan berpengaruh signifikan terhadap kepuasan pelanggan.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Convenience, Reactivity, Accuracy, Caring, Responsiveness, Kepuasan Pelanggan
Subjects:	H Social Sciences > HE Transportation and Communications > HE5880-5990 Express service H Social Sciences > HF Commerce > HF1-6182 Commerce H Social Sciences > HF Commerce > HF5437-5444 Purchasing. Selling. Sales personnel. Sales executives
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Annisa Sabrina Putri
Date Deposited:	20 Sep 2023 02:11
Last Modified:	20 Sep 2023 02:11
URI:	http://repository.unsri.ac.id/id/eprint/128847

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