PENGARUH LOKASI, HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. JALUR NUGRAHA EKAKURIR (JNE) GUNUNG ANYAR SURABAYA

Abstract

Location, price and service quality are the level of excellence which the service users expect. When the location, price and service quality are acceptable and based on the expectaction; the service is considered good and satisfied. This research aimed to find out the effect of location, price and customers service quality of JNE Gunung Anyar, Surabaya. While, the population was all consumers or customers of JNE Gunung Anyar, Surabaya. Moreover, the sampling collection technique used non-probability sample with 100 respondents as sample. In addition, the data analysis technique used multiple linear regression with SPSS version 23.0. The research result concluded location, price and service quality had positive and significant effect on customer satisfaction. While, the classical assumption test showed the test had fulfilled the criteria given. In brief, JNE company was expected to consider its decision of location, price and service quality which could affect on customers satisfaction.
Keywords: location, price, service quality and customer satisfaction.