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Chairiyaton, Chairiyaton
Universitas Teuku Umar
Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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Perbandingan Perceived Service Quality PT. Pos Indonesia, JNT dan JNE pada Pengguna Layanan Logistik Kecamatan Johan Pahlawan Kabupaten Aceh Barat Safina Yulia; Ivon Jalil; Chairiyaton Chairiyaton
Ekopedia: Jurnal Ilmiah Ekonomi Vol. 2 No. 1 (2026): JANUARI-MARET
Publisher : Indo Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63822/g8s63p74

Abstract

This study aims to identify and analyze the comparison of perceived service quality among three courier service companies, namely PT. Pos Indonesia, JNT, and JNE, in Johan Pahlawan District, West Aceh Regency. The method used is quantitative with a comparative quantitative approach. Data were collected through a Likert scale (1–5) questionnaire from 96 respondents who had used services from the three companies. Validity and reliability tests were conducted to ensure the research instrument was appropriate. The data were then analyzed using one-way ANOVA and Post Hoc Bonferroni tests. The results indicate a significant difference in perceived service quality among the three companies (p = 0.000 < 0.05). JNT obtained the highest average score, followed by JNE, while PT. Pos Indonesia received the lowest. The Post Hoc test results showed that all pairwise comparisons (JNT vs. JNE, JNT vs. PT. Pos Indonesia, and JNE vs. PT. Pos Indonesia) had significant differences. These findings align with the Logistics Service Quality (LSQ) theory, which emphasizes the importance of effective logistics services in shaping customer perceptions. This research implies that logistics service providers must continuously improve service quality based on customer needs and expectations, particularly in aspects such as delivery speed, clarity of information, and complaint handling. For PT. Pos Indonesia, these findings can serve as a foundation for evaluating and enhancing competitiveness in an increasingly competitive logistics market.
Pengaruh Brand Image, Brand Trust dan Electronic Word of Mouth terhadap Keputusan Konsumen Menggunakan Jasa Service di PT. Dunia Barusa Meulaboh Marsya Sofina Delfi; Ivon Jalil; Rusdi Rusdi; Cut Mega Putri; Chairiyaton Chairiyaton
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 2 (2026): Mei-Juli
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i2.11657

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh brand image, brand trust, dan electronic word of mouth (E-WoM) terhadap keputusan konsumen dalam menggunakan jasa service di PT. Dunia Barusa Meulaboh. Persaingan yang semakin ketat pada industri jasa otomotif menuntut perusahaan untuk membangun citra merek yang kuat, meningkatkan kepercayaan konsumen, serta memanfaatkan ulasan positif di media digital guna mendorong keputusan penggunaan layanan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei terhadap 263 responden yang dipilih menggunakan teknik purposive sampling. Data dikumpulkan melalui penyebaran kuesioner berbasis skala Likert dan dianalisis menggunakan metode regresi linier berganda untuk menguji pengaruh masing-masing variabel independen terhadap keputusan konsumen. Hasil penelitian menunjukkan bahwa secara parsial brand image, brand trust, dan electronic word of mouth berpengaruh positif dan signifikan terhadap keputusan konsumen dengan nilai signifikansi masing-masing sebesar 0,015; 0,000; dan 0,024. Secara simultan, ketiga variabel tersebut juga berpengaruh signifikan terhadap keputusan konsumen dengan nilai signifikansi sebesar 0,000. Nilai koefisien determinasi (R²) sebesar 0,361 menunjukkan bahwa 36,1% variasi keputusan konsumen dapat dijelaskan oleh ketiga variabel tersebut, sedangkan 63,9% sisanya dipengaruhi oleh faktor-faktor lain di luar model penelitian. Temuan ini mengindikasikan bahwa brand trust merupakan faktor yang paling dominan dalam memengaruhi keputusan konsumen, diikuti oleh brand image dan electronic word of mouth. Oleh karena itu, perusahaan perlu memperkuat kepercayaan pelanggan, mempertahankan citra merek yang positif, serta mendorong terciptanya ulasan positif di platform digital sebagai strategi untuk meningkatkan keputusan konsumen dalam menggunakan jasa service.
Co-Authors Affiqah Hunaina Agus Nureli Nirha Amarullah, Amarullah Anwar, Sufyan Bayu Irfandi Cut Mega Putri Cut Mega Putri Damrus, Damrus Daniel Sianturi Devilishanti, Tio Ertika, Yenny Fikri Faidul Jihad Hendri, Afrizal Husen, Tamitha Intassar Is, Jun Musnadi Jalil, Ivon Jasmi Julita Jun Musnadi Is Manan, Afni Abdul Mardaleta Mardaleta Marsya Sofina Delfi Maulida Sari, Cut Devi Maulidasari, Cut Devi Mu’amar Abdan Nani Verawati Nazirah, Anna Nur Hafni Okta Rabiana Risma Putri Moyna Ikhsani Putri, Cut Mega Rahayu, Nofa Asmi Ratih Ningsih Rika Agustina Misda Rika Rahma Rika Suprina Rinawati Rusdi Rusdi Rusma Setiyana Safina Yulia Suprina, Rika Syahruli, Syahruli Tamitha Intassar Husen Wahyuningsih, Yayuk Eko Warfi Irma Nina Yenny Ertika Yusnaidi Yusnaidi, Yusnaidi Zhafira, Nabila Hilmy Zulbaidi Zulbaidi Zulfadhli Zulfadhli