PENGARUH KUALITAS PELAYANAN, KECEPATAN PENGIRIMAN, DAN AKURASI PENGIRIMAN TERHADAP KEPUASAN PELANGGAN PADA PERUSAHAAN JASA LOGISTIK DI DKI JAKARTA

Widiyanto, Chintya (2024) PENGARUH KUALITAS PELAYANAN, KECEPATAN PENGIRIMAN, DAN AKURASI PENGIRIMAN TERHADAP KEPUASAN PELANGGAN PADA PERUSAHAAN JASA LOGISTIK DI DKI JAKARTA. S1 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan kecepatan pengiriman dan akurasi pengiriman terhadap kepuasan pelanggan pada Perusahaan Jasa Logistik di Jakarta. Populasi dalam penelitian ini semua yang sudah pernah menggunakan Jasa Logistik diantaranya yaitu Gosend, J&T, SiCepat, dan Anter Aja minimal satu kali penggunaan. Lokasi penelitian ini di Jakarta. Metode penarikan sampel menggunakan Purposive sampling, metode pengumpulan data pada penelitian ini menggunakan kuisioner. Metode analisis data yang digunakan adalah SPSS 26. Temuan dari penelitian ini mengindikasikan bahwa Kualitas Pelayanan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan, Kecepatan Pengiriman memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan, Akurasi Pengiriman memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan This research aims to analyze the influence of service quality, delivery speed and delivery accuracy on customer satisfaction at Logistics Services Companies in Jakarta. The population in this study have all used logistics services including Gosend, J&T, SiCepat, and Anter Aja at least once. The location of this research is Jakarta. The sampling method uses purposive sampling, the data collection method in this research uses a questionnaire. The data analysis method used is SPSS 26. The findings of this study indicate that Service Quality has a positive and significant impact on customer satisfaction, Delivery Speed has a positive and significant impact on customer satisfaction, and Delivery Accuracy has a positive and significant impact on customer satisfaction.

Item Type: Thesis (S1)
NIM/NIDN Creators: 43119120164
Uncontrolled Keywords: Kualitas Pelayanan Kecepatan Pengiriman dan Akurasi Pengiriman Terhadap Kepuasan Pelanggan Pada Perusahaan Jasa Logistik di Jakarta Service quality, delivery speed and delivery accuracy on customer satisfaction at Logistics Services Companies in Jakarta.
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: SILMI KAFFA MARISKA
Date Deposited: 09 Nov 2024 03:00
Last Modified: 09 Nov 2024 03:00
URI: http://repository.mercubuana.ac.id/id/eprint/92794

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