ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA EKSPEDISI PT. SINAR MAS TRANSINDO SURABAYA

Abstract

This research is aimed to find out whether the dimensions in service quality i.e.: reliability, responsiveness,
assurance, empathy, and tangibles give significant influence to the customer satisfaction at PT. Sinar Mas
Transindo Surabaya. This research has been done by using quantitative and comparative causal method i.e. the
type of research with problem characteristic in the form of cause-effect relationship between two or more
variables. The population is all customers who have become customers of PT. Sinar Mas Transindo Surabaya in
which the numbers of customers are unlimited or unidentified. The sample collection technique has been done by
using non-probability sampling technique with accidental sampling approach, that is the sample determination
technique has been done by accident, that is anyone who accidentally meet with the researcher can be used as
sample if he or she is considered to be suitable. The analysis method has been done by using multiple linear
regressions analysis and the 23rd version spss (statistical product and service solutions) application tools. The
result of the research indicates that reliability and tangibles gives significant influence to the customer
satisfaction. Meanwhile, responsiveness, assurance, and empathy does not give any significant influence to the
customer satisfaction. Service quality gives significant influence to the customer satisfaction at PT. Sinar Mas
Transindo Surabaya.

Keywords : service quality, customer satisfaction, and multiple linear regressions analysis.