Comparative Studies: The Effect of Service Quality System toward Customer Satisfaction on TIKI And JNE

Abstract

Cities and islands scattered in some parts of Indonesia make the distance for people in Indonesia feel difficulty to establish communication far from where they are. Indonesian society has a tendency of consumptive, especially the existence of e-commerce which gives society easiness in doing sale and purchase transaction. The increasing number of online transactions each year makes the delivery service more and more required, but there is a trustworthiness factor of the quality of the shipping service that must be taken seriously by the company so that its customers feel always satisfied and will reuse the service when needed. This study aims to find out some freight services are often used in Indonesia, especially in Bandung about the quality of service to the satisfaction of the delivery services based on customer experience and perception. Some of the most commonly used and trusted shipping companies are TIKI and JNE. The research method used is the quantitative method through linear regression analysis to know the effect of service quality on customer satisfaction and compare each variable of TIKI and JNE through differentiation test of Wilcoxon. The data used is questionnaires data distributed to 100 respondents di Bandung. The findings of this research are the influence of service quality and satisfaction of both service delivery have significant effect and there is big difference (TIKI 33.5% and JNE 44.3%), but if seen from different test result, service quality and satisfaction from JNE slightly larger than TIKI (difference in service quality 1.48 and Satisfaction 0.626)