Pengaruh Kualitas Pelayanan, Ketepatan, Dan Citra Merek Terhadap Kepuasan Pelanggan PT. Global Jet Express (J&T Express) Pada Mahasiswa Fakultas Ekonomi Dan Bisnis Universitas Islam Malang Angkatan 2022

Abstract

Abstract

The purpose of this study was to determine and analyze the influence of service quality, accuracy, and brand image on customer satisfaction. The population in this study was students of the Faculty of Economics and Business, Islamic University of Malang, Class of 2022 who had used J&T Express Malang's expedition services, an unknown number of whom had used it. The approach used a non-probability sampling technique, namely purposive sampling, which is a sample collection technique based on certain criteria. A questionnaire distributed to 80 respondents was used, using SPSS analysis tools. The results showed that the variables of service quality, accuracy, and brand image had a partial and simultaneous influence on customer satisfaction.

Keywords: Service Quality, Accuracy, Brand Image, Customer Satisfaction