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PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi pada Pelanggan JNE EXPRESS Cabang Utama Malang)

Lestari, Agustina Indah Tri (2018) PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi pada Pelanggan JNE EXPRESS Cabang Utama Malang). Undergraduate (S1) thesis, University of Muhammadiyah Malang.

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Abstract

JNE is the largest online courier and logistics company that is widely supported in Indonesia, serving express delivery, customs handling, and distribusion in Indonesia. This study was conducted to determine the significant effect of service quality dimension on customer satisfaction in JNE Express in Malang city. Data analysis method used is multiple linear regression analysis using SPSS 15.00 for Windows Software. The results showed that the independent variables of tangible, reliability, responsiveness, assurance, and empathy had a positive effect on JNE customer satisfaction. 66.2% of tangible, reliability, responsiveness, assurance, and empathy can explain customer satisfaction variables, while 33.8% are influenced by other variables not included in this study. Moreover, the most dominant variable with the greatest contribution is the reliability.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201310160311442
Keywords: Assurance, Empathy, JNE, Multiple Linear Regression Analysis, Reliability, Responsiveness, Tangible
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Retno Widiyastuti Ika Wijaya
Date Deposited: 02 Nov 2018 08:55
Last Modified: 02 Nov 2018 08:55
URI : http://eprints.umm.ac.id/id/eprint/39174

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