PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA PENGIRIMAN BARANG PADA JALUR NUGRAHA EKAKURIR (JNE) KOTA MALANG
| Main Author: | Prasetyo, Febrian |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2020
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/60220/2/PENDAHULUAN.pdf http://eprints.umm.ac.id/60220/1/BAB%20I.pdf http://eprints.umm.ac.id/60220/3/BAB%20II.pdf http://eprints.umm.ac.id/60220/4/BAB%20III.pdf http://eprints.umm.ac.id/60220/5/BAB%20IV.pdf http://eprints.umm.ac.id/60220/6/BAB%20V.pdf http://eprints.umm.ac.id/60220/7/LAMPIRAN.pdf http://eprints.umm.ac.id/60220/ |
Daftar Isi:
- This study aims to Determine differences in service quality between PT. JNE is the main branch of Malang City and to find out the which dimensions are most influential. The instrument used to Determine the effect of service quality is SERVQUAL. Dimensions in this study are tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (assurance) and empathy (empathy). Data were Analyzed Analyzed descriptively and quantitatively using simple linear regression analysis. The assumption test is used to analyze the correlation between variables in the questionnaire. The results of the regression analysis Showed that there was an influence on the quality of customer service users of PT. JNE based on the variables used.