The Influence of Service Quality, Price and Delivery Accuracy on Customer Satisfaction at PT YZ
DOI:
https://doi.org/10.30587/innovation.v5i1.7789Keywords:
service quality, price, delivery accuracy, customer satisfactionAbstract
Penelitian ini merupakan upaya untuk secara sistematis mengidentifikasi dan menganalisis faktor-faktor yang memengaruhi kepuasan pelanggan di PT YZ di Pulau Jawa. Faktor-faktor tersebut termasuk kualitas pelayanan, harga, dan ketepatan pengiriman. Metode penelitian yang digunakan adalah kuantitatif, yang memungkinkan pengukuran yang lebih objektif terhadap variabel-variabel yang diteliti. Penelitian ini menggunakan metode pengambilan sampel Slovin, menghasilkan 146 distributor sebagai sampel. Data dikumpulkan melalui kuesioner dengan skala Likert. Non Probability Sampling digunakan sesuai dengan karakteristik populasi yang relevan. Analisis dilakukan dengan regresi linier berganda menggunakan SPSS versi 25. Hasil menunjukkan variabel kualitas pelayanan dan harga tidak signifikan terhadap kepuasan pelanggan (masing-masing dengan nilai statistik 0.499 dan 0.340 > 0.05). Namun, variabel ketepatan pengiriman berpengaruh signifikan terhadap kepuasan pelanggan (nilai statistik 0.000 < 0.05), menandakan perannya yang penting dalam meningkatkan kepuasan pelanggan di PT YZ.
References
Indrasari, M. (2019). MARKETING AND CUSTOMER SATISFACTION: marketing and customer satisfaction. Unitomo Press. https://books.google.co.id/books?id=PYfCDwAAQBAJ
Juniariska, S., Rachma, N., & Primanto, Alfian Budi. (2020). The Influence of Service Quality, Timeliness and Delivery Rates on PT Customer Satisfaction. Pos Indonesia (Case Study on Customers of PT. Pos Indonesia Gempol Branch). Journal of Management Research, 9, 143–156. https://ejournal3.undip.ac.id/index.php/djom/article/view/22343
Paisley. (2017). Customer service excellence: theory and practice. Jakarta : PT. Raja Grafindo Persada.
Nasution, S. W., & Fitri, A. N. (2023). PEKANBARU (Case Study of J&T Express Payung Sekaki). EMBA Independent Student Scientific Journal, 2(1), 337–346.
Putri, W. T. K., & Surianto, M. A. (2024). The Influence of Service Quality, Facilities and Location on Patient Satisfaction at XY Hospital. OUR EMT Journal, 8(2), 811–821.https://doi.org/10.35870/emt.v8i2.2383.
Sudigdo, A., & Taufik, T. (2021). The Influence of Price and Quality of Garuda Express Delivery (GED) Services on Customer Satisfaction. EKOMABIS: Journal of Business Management Economics, 2(02), 137–146. https://doi.org/10.37366/ekomabis.v2i02.191
Suhardi, Y., Zulkarnaini, Z., Burda, A., Darmawan, A., & Klarisah, A. N. (2022). The Influence of Price, Service Quality and Facilities on Customer Satisfaction. STEI Journal of Economics, 31(02), 31–41. https://doi.org/10.36406/jemi.v31i02.718
Suprayitno, D., Kushariyadi, K., Sabaruddin, L. O., Nasution, U. B., Raza, E., Wanda, S. S., Susilawati, S., Efitra, E., & Permata, N. G. (2024). Introduction to Logistics Management Textbook. PT. Sonpedia Publishing Indonesia. https://books.google.co.id/books?id=gDEGEQAAQBAJ
Syerlina, S., Imran, U. D., & Asbara, N. W. (2022). The Influence of Price, Promotion and Service Quality on Customer Satisfaction in Using Laundry 99 Services in Makassar. Nobel Management Review, 3(4), 622–634. https://doi.org/10.37476/nmar.v3i4.3453
Tjiptono, F. (2016). Service , Quality & Satisfaction. January 2016, 4–5.
Valentino, O., & Surianto, M. A. (2022). The Influence of Service Quality, Service Innovation and Customer Value on Customer Satisfaction at Dulin Diluk Travel. AKMAMI Journal (Economic Management Accounting), 3(1), 87–96. https://doi.org/10.53695/ja.v3i1.573
