PENGARUH KUALITAS PELAYANAN, KEAMANAN, DAN LOKASI TERHADAP KEPUASAN PELANGGAN PADA PT JAVA LOGISTICS INTERNASIONAL SURABAYA

Abstract

This research aimed to analyze the effect of service quality, safety, and location on customers’ satisfaction at PT Java Logistics Internasional. Freight forwarding services are one type of business that has the level of competition is quite fierce. In determining service companies, Customers expect to get customer satisfaction from service companies that used. The research was descriptive-quantitative. Moreover, the data collection technique used purposive sampling. In line with that, there were 100 respondents as the sample. Furthermore, the data were collected using questionnaires. The data analysis technique used multiple linear regression with SPSS. Additionally, the testing instrument used validity and reliability tests. The result concluded that service quality had a significantly positive effect on customers’ satisfaction at PT Java Logistics Internasional. However, safety had a negative and insignificant effect on customers’ satisfaction at PT Java Logistics Internasional. In contrast, location had a significantly positive effect on customers’ satisfaction at PT Java Logistics Internasional.