PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PENGGUNA JASA PENGIRIMAN BARANG (STUDI PADA PENGGUNA JASA JNE PUSAT KOTA MALANG)

Abstract

ABSTRACTTo find out and analyze the influence of the dimensions of service quality simultaneously and partially on JNE customer satisfaction. Population and sample are all consumers of PT. The center of JNE Malang is 75 people. Data collection through questionnaires. Data analysis in this study using SPSS version 16. The sampling technique using non probability sampling methods and data testing techniques used in this study include validity test, reliability test, classic assumption test and multiple linear regression analysis, and testing the research hypothesis.The results of the analysis show that the dimensions of service quality in partial tangible, reliability and assurance have a positive and significant effect, but on responsiveness and empathy variables have a positive but not significant effect. Taken together, the dimensions of service quality significantly affect employee performance.Keywords: Tangible, reliability, responsiveness, assurance, empathy and customer satisfaction