PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN JNE DI PANDAAN

Abstract

This research aims to determine the influence of service quality and price variables on customer satisfaction in PT Tiki Jalur Nugraha Ekakurir (JNE) branch Pandaan PasuruanThe population in this research were consumers who have been used delivery services in JNE Pandaan, sampling technique in this research was using purposive sampling and the samples that been used in this research as many as 100 respondents. The type of data used in this research is the primary data by using questionnaires. The analysis technique that been used is multiple liniear regression analysis.The results showed that the service quality had a significant and positive influence on customer satisfaction with regression coefficient of 0.345 and 0.000 significance level and price variable also have significant and positive influenceon customer satisfaction with regression coefficient equal to 0,273 and level of significance 0.000.While the model feasibility test using coefficient of determination (R²) with R Square value of 0.723 it shows that the influence of independent variables consisting of service quality and price to the dependent variable that is customer satisfaction is 72.3% while 27.7% is influenced by the other variables outside research.
Keywords: service quality, price, and customer satisfaction.