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All Journal JAMBIS : Jurnal Administrasi Bisnis
Ai Netty Sumidartiny
Institut Ilmu Sosial dan Manajemen STIAMI
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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THE INFLUENCE OF TIMELINESS AND E-SERVQUAL ON CUSTOMER SATISFACTION WITH THE DELIVERY SERVICE PT. JALUR NUGRAHA EKAKURIR (JNE) EXPRESS (CASE STUDY OF JNE EXPRESS MINDI CUSTOMERS IN NORTH JAKARTA) Putri Anggraini; Ai Netty Sumidartiny
JAMBIS : Jurnal Administrasi Bisnis Vol 1, No 5: Oktober 2021
Publisher : JAMBIS : Jurnal Administrasi Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31334/jambis.v1i5.2320

Abstract

This study aims to determine and analyze the effect of timeliness and e-servqual on customersatisfaction with the delivery service of PT Lintas Nugraha Ekakurir (JNE) Express. The data usedwas primary data which was collected through the distribution of questionnaires with a Likertscale. The population in this study was 1,844,462 residents of North Jakarta. With accidentalsampling technique, a sample of 100 respondents was obtained from the population. This studyused a quantitative approach. Calculations and data analysis were performed using SPSS 28.0.The results showed that partially (t test) Punctuality (X1) has a significant effect on CustomerSatisfaction (Y) as evidenced by tcount> ttable (4.234 > 1.984) and the coefficient of determination(r2) of 43.5%. Partially (t test) E-Servqual (X2) has a significant effect on Customer Satisfaction(Y) as evidenced by tcount> ttable (8.743 > 1.984) and the coefficient of determination (r2) of 62.6%.Simultaneously (f test) Punctuality (X1) and E-Servqual (X2) have a significant effect on CustomerSatisfaction (Y) as evidenced by fcount> ftable (104.963 > 3.09) and the coefficient of determination(r2) of 68.4%.
Co-Authors Putri Anggraini