Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. TIKI JNE Sub Agen Kayuagung
DOI:
https://doi.org/10.31851/jmwe.v17i1.4288Abstract
ABSTRAK
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Penelitian ini bertujuan untuk mengetahui pengaruh harga dan kualitas pelayanan terhadap kepuasan pelanggan PT. TIKI JNE Sub Agen Kayuagung, baik secara simultan maupun parsial. Permasalah dalam penelitian ini adalah pelayanan ketepatan waktu sampainya pengiriman masih kurang baik namun tidak begitu buruk dikarenakan ketepatan waktu sampai terkadang tidak sesuai dengan jangka waktu yang telah ditetapkan. Berdasarkan hasil uji regresi berganda yaitu koefisien korelasi dan determinasi mempunyai hubungan antara variabel bebas dan variabel terikat mempunyai hubungan kuat. Hasil pengujian secara parsial diketahui bahwa nilai signifikansi sebesar 0,000 < 0,05 artinya Ho ditolak, Ha diterima dapat disimpulkan bahwa terdapat pengaruh antara harga terhadap kepuasan pelanggan. Sedangkan nilai probabilitas signifikansi sebesar 0,550 > 0,05 artinya Ho diterima, Ha ditolak maka dapat disimpulkan bahwa tidak terdapat pengaruh antara kualitas pelayanan terhadap kepuasan pelanggan. Sedangkan hasil pengujian secara simultan dengan uji-F variabel harga (X1) dan kualitas pelayanan (X2) terhadap variabel kepuasaan pelanggan (Y) karena sig < α=0,05 atau 0,000 < 0,05 maka Ho ditolak. Ha diterima. Artinya, dengan tingkat kesalahan sebesar 5% atau 0,05 dapat dinyatakan bahwa harga dan kualitas pelayanan berpengaruh terhadap kepuasan pelanggan secara simultan.
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Kata kunci: Harga, Kualitas Pelayanan, dan Kepuasan Pelanggan
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ABSTRACT
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This study aims to determine the effect of price and service quality on customer satisfaction PT. TIKI JNE Sub Kayuagung Agent both simultaneously and partially. The problem in this study is the service on time delivery until delivery is still not good but not so bad because the timeliness is sometimes not in accordance with a predetermined time period. Based on the results of multiple regression tests, the correlation coefficient and determination have a relationship between the independent variable and the dependent variable have a strong relationship. Partial test results note that the significance value of 0,000 <0.05 means that Ho is rejected, Ha is accepted, it can be concluded that there is an influence between price and customer satisfaction. While the significance value of 0.550> 0.05 means that Ho is accepted, Ha is rejected, it can be concluded that there is no influence between service quality on customer satisfaction. While the test results simultaneously with the F-test variable price (X1) and service quality (X2) on customer satisfaction variables (Y) because sig <α = 0.05 or 0,000 <0.05 then Ho is rejected. Ha accepted. That is, with an error rate of 5% or 0.05 it can be stated that the price and quality of service affect customer satisfaction simultaneously.
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Keywords: Price, Service Quality, and Customer SatisfactionDownloads
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