Suarti, Nur Binti and Suharto, Akhmad and Izzuddin, Ahmad (2021) STUDI EMPIRIK SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN DI J&T CABANG KEC. SUMBERSARI (Studi kasus pada pelanggan J&T Express). Undergraduate thesis, Universitas Muhammadiyah Jember.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk menganalisis kepuasan pelanggan dan untuk mengetahui faktor-faktor yang dapat mempengaruhi kepuasan pelanggan pada J&T Express Cabang Kecamatan Sumbesari. Penelitian ini deskriptif kuantitatif. Data primer diperoleh dari penyebaran secara langsung kuesioner kepada para pelanggan J&T Express Cabang Kecamatan Sumbesari. Pengambilan sampel kepada para responden dengan sebanyak 60 responden. Data lainnya didapatkan dengan cara melalui observasi dan studi kepustakaan. Adapun teknik analisis yang digunakan dengan deskriptif. Hasil penelitian menyatakan bahwa kepuasan pembelian pada jasa J&T Express Cabang Kecamatan Sumbesari adalah variabel independen hasilnya yaitu variabel Responsiveness dan Emphaty sepenuhnya berpengaruh positif dan signifikan terhadap kepuasan pelanggan, sedangkan variabel Tangible , Reliability , dan Assurance tidak memiliki pengaruh dan signifikan terhadap kepuasan pelanggan pada produk jasa J&T Express Cabang Kecamatan Sumbersari. Kata Kunci : Tangible; Reliability; Responsiveness; Assurance; Emphaty ; Kepuasan Pelanggan ABSTRAK This study aims to analyze customer satisfaction and to determine the factors that can affect customer satisfaction at J&T Sumbesari District Branch. This research is descriptive quantitative. Primary data were obtained from direct distribution of questionnaires to J&T customers for the Sumbesari sub-district branch. Sampling of the respondents with as many as 60 respondents. Other data obtained by means of observation and literature study. The analysis technique used is descriptive. The results of the study state that the purchase satisfaction at J&T services at the Sumbesari Subdistrict Branch is an independent variable, the result is that the Responsiveness and Emphaty variables have a positive and significant effect on customer satisfaction, while the Tangible, Reliability, and Assurance variables have no significant effect on customer satisfaction on J&T service products. Sumbersari District Branch. Keywords: Tangible; Reliability; Responsiveness; Assurance; Emphaty ; customer satisfaction
| Item Type: | Thesis (Undergraduate) | |||||||||
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| Subjects: | 600 Technology and Applied Science > 650 Business > 658 General Management | |||||||||
| Divisions: | Faculty of Economics > Department of Management (S1) | |||||||||
| Department: | S1 Manajemen | |||||||||
| Depositing User: | NUR BINTI SUARTI | |||||||||
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| Date Deposited: | 08 Jun 2021 01:08 | |||||||||
| Last Modified: | 08 Jun 2021 01:08 | |||||||||
| URI: | http://repository.unmuhjember.ac.id/id/eprint/10177 |
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