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All Journal Jurnal Pariwisata Indonesia Khatulistiwa: Jurnal Pendidikan dan Sosial Humaniora Journal of Innovative and Creativity
Bartolomeus Herawan Mintardjo
Sekolah Tinggi Pariwisata Sahid Surakarta
Arts Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Journal : Journal of Innovative and Creativity

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada J&T Ekspress Surakarta Bartolomeus Herawan Mintardjo
Journal of Innovative and Creativity Vol. 5 No. 2 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i2.1311

Abstract

J&T Ekspress is a company engaged in freight forwarding services that has been established since 2014, located at, Surakarta.Tjiptono (2007) revealed that service quality is an effort to fulfill consumer needs and desires as well as the accuracy of delivery in meeting consumer expectations. This study aims to analyze the effect of service quality consisting of reliability, assurance, tangibles, empathy, and responsiveness to customer satisfaction at J&T EKSPRESS Surakarta.The research method used is descriptive analysis method and multiple linear regression, using the simultaneous significance test (F-test) and partial test (T-test) and the coefficient of determination (R2) using the Statistical Program of Social Science (SPSS) software version. 22 for Windows. The sampling method is purposive sampling method and the sampling is 80 respondents.Simultaneous test results show that service quality (X) consists of reliability, assurance, physical evidence, empathy, and responsiveness. has a significant effect simultaneously on the customer satisfaction variable with a significance value (P value) of 0.000 <0.05. The partial test results show that only the responsiveness variable has a partial significant effect on the customer satisfaction variable with a significance number (P Value) of 0.002 <0.05.
Pengaruh Kualitas Layanan Customer Service Terhadap Kepuasan Pengunjung Di Solo Safari Tamarin Lintang Arafah; Emmelia Nadira Satiti; Bartolomeus Herawan Mintardjo
Journal of Innovative and Creativity Vol. 5 No. 3 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i3.3520

Abstract

The purpose of this study was to determine the effect of customer service quality on visitor satisfaction at Solo Safari. This study employed descriptive qualitative techniques. Data collection included observation, interviews, and documentation. A random sample of ten Solo Safari visitors was selected and analyzed using data triangulation techniques. The data obtained indicated that customer service quality, including tangibles, reliability, responsiveness, assurance, and empathy, is a key service quality, as evidenced by the satisfaction of visitors who have visited Solo Safari multiple times. The results of this discussion indicate that customer service quality significantly influences visitor satisfaction at Solo Safari. This satisfaction stems not only from the facilities available, but also from the direct interaction between visitors and customer service staff.
Co-Authors Alip Suroto Eden Pratama Emmelia Nadira Satiti Tamarin Lintang Arafah