PERBANDINGAN TINGKAT KEPUASAN PELANGGAN J&T EXPRESS DAN JNE EXPRESS DI JAKARTA SELATAN: STUDI KOMPARATIF

FADHILA, FAKHRA SHIBNI (2023) PERBANDINGAN TINGKAT KEPUASAN PELANGGAN J&T EXPRESS DAN JNE EXPRESS DI JAKARTA SELATAN: STUDI KOMPARATIF. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aims to analyze the influence of service quality on customer satisfaction through the mediation of price as a mediator variable. Data were obtained from respondents who are customers of JNE and J&T Express in South Jakarta. The Structural Equation Modeling Partial Least Square (SEM-PLS) method was used to analyze the collected data. The results of the study indicate that service quality has a positive and significant impact on customer satisfaction. Furthermore, it was found that price plays a significant role as a mediator between service quality and customer satisfaction. These findings suggest that when a company is able to provide good service quality and appropriate pricing, customers are more likely to be satisfied. Managerial implications, recommendations for companies, and directions for further research are also discussed in this study. Key Word: Service Quality, Price, Customer Satisfaction Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan dengan perantaraan harga sebagai variabel mediator. Data diperoleh dari responden yang merupakan pelanggan JNE dan J&T Express di Jakarta Selatan. Metode Structural Equation Modeling Partial Least Square (SEM-PLS) digunakan untuk menganalisis data yang telah dikumpulkan. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Selain itu, ditemukan bahwa harga memiliki peran penting sebagai mediator antara kualitas pelayanan dan kepuasan pelanggan. Temuan ini mengindikasikan bahwa ketika perusahaan mampu menyediakan kualitas pelayanan yang baik dan harga yang sesuai, pelanggan cenderung lebih puas. Implikasi manajerial dan saran bagi perusahaan serta arahan untuk penelitian selanjutnya juga dibahas dalam penelitian ini. Kata Kunci: Kualitas Pelayanan, Harga, Kepuasan Pelanggan

Item Type:	Thesis (S1)
Call Number CD:	FE/MJ. 23 460
NIM/NIDN Creators:	43119010208
Uncontrolled Keywords:	Kualitas Pelayanan, Harga, Kepuasan Pelanggan
Subjects:	000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.62 Regulations for Patrons/Peraturan untuk Pelanggan 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	khalimah
Date Deposited:	30 Nov 2023 01:13
Last Modified:	04 Dec 2023 03:11
URI:	http://repository.mercubuana.ac.id/id/eprint/84426

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