Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT JNE Cabang Greenland

Abstract

This study aims to determine the effect of service quality such as the influence of tangible, reliability, responsive, assurance and empathy to the satisfaction of the community, especially the city of Batam using the delivery service. The data analytical technique used in this research is multiple regression analysis with 86 respondents as determined by using unknown population formula or Lemeshow and with nonprobability sampling technique. The results of the study explained that the quality of services provided indirectly can affect consumer satisfaction in using the service products. These results illustrate that customer satisfaction will increase when the quality of services provided in accordance with the expected by consumers.