Kirihio, Josua Ronaldo (2024) Pengaruh Kualitas Layanan dan Kecepatan Pengiriman, terhadap Kepuasan Pelanggan pada PT. Jalur Nugraha Ekakurir (JNE) (Studi pada Pelanggan JNE Cabang Dieng Kota Malang). Undergraduate thesis, Fakultas Ekonomi dan Bisnis Universitas Merdeka Malang.

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Abstract

The phenomenon in this study shows that many customers use business technological advances to deliver their goods. Based on the findings of researchers in the field, one of the advantages of JNE is the ease of contacting JNE agents. People prefer touse JNE services than others because JNE is easy to reach and agents are easy to find,not only JNE's superiority there are also threats in terms of service quality, Often customers feel disappointed because agents are not friendly or there are problems on delivery dates that sometimes exceed the originally planned delivery date. In this study, the data collection method used was a questionnaire. The results of the study, Service quality (X1) has apositive effect on customer satisfaction (Y). Delivery speed (X2) has a positive effect on customer satisfaction (Y). Simultaneously, Service Quality (X1) and Delivery Speed (X2) affect Customer Satisfaction (Y). In this study Service Quality (X1) predominantly has apositive effect on customer satisfaction (Y), these results are compared to beta values.

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