ANALISIS KETEPATAN WAKTU, PELAYANAN, DAN KEAMANAN BARANG TERHADAP KEPUASAN KONSUMEN PT TEMAS LINE SURABAYA

Abstract

This research aims to analyze the timeliness, service, and security of goods to consumer satisfaction. This research was conducted on PT Temas Line Surabaya.The population in this research was obtained by using the method of non probabilty sampling on consumers of PT Temas Line Surabaya in October 2017. Based on the criteria that have been determined then obtained a sample of 100 respondents. Data collections through questionnaires. The analical method used in multiple regression analysis with SPSS applications tools (Statistical Product and Service Solution). The result showed that the timeliness, service, and security of goods have a positife and significant impact on customer satisfaction. The variabel of timeliness, service, and security of goods explain the variable of customer satisfaction equal to 64,9% and the rest equal 35,1% explained by other variabel not include in research.
Keywords : timeliness, service, and security of goods, and consumer satisfaction.