PENGARUH LAYANAN PELANGGAN, PENGIRIMAN DAN PENGEMBALIAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus pada Pelanggan J&T Express Cabang Kota Tangerang)

APRILIASARI, ERNA (2020) PENGARUH LAYANAN PELANGGAN, PENGIRIMAN DAN PENGEMBALIAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus pada Pelanggan J&T Express Cabang Kota Tangerang). S1 thesis, Universitas Mercu Buana.

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Abstract

This study aims to analyze the effect of customer service, delivery, and returns on customer satisfaction. The population in this study were 125 respondents of J&T Express Tangerang City Branch. The sampling method is based on a non probability sampling formula. The data collection method used survey method, with the research instrument was a questionnaire. Data analysis method using Partial Least Square. The results of this study indicate that customer service has a positive and significant effect on customer satisfaction. Delivery has a positive and significant effect on customer satisfaction. Returns are positive and have no significant effect on customer satisfaction. Keywords: Customer Service, Shipping, Returns, Satisfaction Customer. Penelitian ini bertujuan untuk menganalisis pengaruh layanan pelanggan, pengiriman, dan pengembalian terhadap kepuasan pelanggan. Populasi dalam penelitian ini adalah 125 responden J&T Express Cabang Kota Tangerang. Metode penarikan sampel berdasarkan rumus non probability sampling. Metode pengumpulan data menggunakan metode survei, dengan instrumen penelitian adalah kuesioner. Metode analisis data menggunakan Partial Least Square. Hasil penelitian ini menunjukkan bahwa layanan pelanggan berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Pengiriman berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Pengembalian positif dan tidak berpengaruh signifikan terhadap kepuasan pelanggan. Kata Kunci : Layanan Pelanggan, Pengiriman, Pengembalian, Kepuasan Pelanggan

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 20 363
NIM/NIDN Creators: 43115120377
Uncontrolled Keywords: Layanan Pelanggan, Pengiriman, Pengembalian, Kepuasan Pelanggan
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.5 Barter/Tukar Menukar Barang
300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 386 Inland Waterway/Transportasi Pengangkutan di Daerah Pedalaman > 386.2 Activities and Services/Kegiatan dan Layanan
800 Literatures/Kesusastraan > 800. Literatures/Kesusastraan > 801 Philosophy and Theory of Literatures/Filsafat dan Teori Kesusastraan > 801.3 Value, Influence, Effect/Nilai, Pengaruh, Efek
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 30 May 2022 16:18
Last Modified: 30 Jun 2022 01:21
URI: http://repository.mercubuana.ac.id/id/eprint/62272

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