ANALISIS PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN JNE EXPRESS CABANG UTAMA PANGKALPINANG
Kata Kunci:
Service Quality, Price, Consumer SatisfactionAbstrak
The research method uses a quantitative descriptive approach. The data collected by distributing questionnaires to 100 respondents in this study were consumers of JNE Express Pangkalpinang Main Branch. The sample is determined using the Accidental Sampling technique. Data analysis used Validity Test, Reliability Test, Classical Assumption Test, Multiple Linear Regression Test, Coefficient of Determination (R2), Simultaneous Test (F Test), and Partial Test (t test) which were processed with JASP.
The results showed (1) Service Quality has a partial effect on Customer Satisfaction with a significance value of 0.001 <0.05 and a tcount of 5.662 > a ttable value of 1.99872. (2) Price has a partial effect on consumer satisfaction with a significance value of 0.413 <0.05 and a tcount of 7.101 > of a ttable value of 1.98472. (3) Service Quality and Price have a simultaneous effect on Consumer Satisfaction with a significance value of 0.001 < 0.05 and fcount value 205,332 > than ftable value 2.47.
Referensi
. Andi Riyanto. (2018). Implikasi Kualitas Pelayanan. Ecodemica, 2(1).
. Arianty, N. (2016). Pengaruh Kualitas pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen Handphone Samsung. Jurnal Ilmiah Manajemen Dan Bisnis, 16(02), 68–81.
. Arikunto, Suharsimi. 2002. Prosedur Penelitian, Suatu Pendekatan Praktek. Jakarta: PT Rineka Cipta.
. George R. Terry dalam Sukarna. 2014. Prinsip-prinsip Manajemen, Bumi Aksara, Jakarta.
. Ghozali, Imam. 2005. Aplikasi Analisis Multivariate dengan SPSS. Semarang: Badan Penerbit UNDIP.
. Indahingwati, A. (2019). Kepuasan Konsumen Pada Kualitas Layanan Sim Keliling (1st ed.). Surabaya: CV. Jakad Publishing Surabaya.
. Kotler, Amstrong. 2016. Principles of Marketing Sixteenth Edition Global Edition. England. Pearson Education Limited.
. Kotler, Philip dan Kevin Lane Keller, terjemahan Bob Sabran. 2016. Manajemen Pemasaran. Edisi 14 Jilid 1 dan 2. Erlangga, Jakarta.
. Kotler, Philip dan Armstrong, Gary. 2012. Principles of Marketing. New Jersey: Prentice Hall.
. Lubis, A. A. (2015). Pengaruh Harga Dan Kualitas Produk Terhadap Keputusan Pembelian Surat Kabar Pada PT. Suara Barisan Hijau Harian Orbit Medan. Jurnal Ilmiah Manajemen Dan Bisnis, 16(02), 1–11.
. Sugiyono. (2018). Metode Penelitian Kuantitatif. Bandung: Alfabeta.
. Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Unduhan
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
Hak Cipta (c) 2023 Vittria Ningsih, Deara Shinta Lestari, Yunita Maharani
Artikel ini berlisensiCreative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
