Abstract

This study aims to analyze how service quality (X1), price (X2) and consumer satisfaction (Y) at PT. JNE. This study uses primary and secondary data with multiple linear regression models. Based on the F test (simultaneous test) it can be concluded that service quality and price together have a significant effect on purchase satisfaction because the value of Fcount> Ftable or 12.398> 2.70, the significant value generated is 0.000 smaller than the significant level of 0.05. Because Fcount > Ftable, this means that the variables of service quality and price together have an effect on customer satisfaction. From the results of service quality satisfaction has a significant effect on customer satisfaction because the value of tcount> ttable or 2.820> 1.984 and the resulting significance value is 0.006 ttable or 3.512> 1.984 and the resulting significant value is 0.001 <0.05. So it means that the price variable has a significant effect on customer satisfaction. So it means that the service quality variable has a significant effect on customer satisfaction. The most dominant factor for customer satisfaction is the price variable of 3.512 with a significant level of 0.001. Judging from the determinal coefficient, it can be seen that together price and quality have an effect on consumer satisfaction by 20.4%. While the rest amounted to 79.6%. The value of customer satisfaction is influenced by other variables which were not examined in this study.

Talk to us

Join us for a 30 min session where you can share your feedback and ask us any queries you have

Schedule a call

Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.