PENGARUH KUALITAS PELAYANAN, LOKASI, DAN HARGA TERHADAP KEPUASAN KONSUMEN PT. TIKI JALUR NUGRAHA EKAKURIR CABANG PUSAT SURABAYA

Abstract

In this era, the process of shipping goods is very often carried out by the wider community and the process takes place very quickly. Maybe you used to only know PT. Pos Indonesia as a delivery service company, both correspondence and delivery of goods. But now the competition between shipping service companies is getting fiercer because of the large number of new players coming. This research aimed to find out the effect of service quality, location and price on the customers’ satisfaction at PT. Tiki Jalur Nugraha Ekakurir (JNE). This research was causal-comparative. Meanwhile, the research data was quantitative data and used primary data source. Furthermore, the number of research respondents was 96 people. Moreover, the research data analysis used multiple linear regression analysis and the SPSS program 23. The variables used in this study are service quality, location, and price on customer satisfaction. The research result concluded that partially and simultaneously the variables of service quality, location, and price affected the customers’ satisfaction.