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All Journal Jurnal Manajemen Bisnis Transportasi dan Logistik
Pebrianti, Priskila Dwi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Transportation

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The Impact of Physical Distribution Service Quality, Price and Brand Image on JNE Customer Satisfaction Susilawati, Digita; Pebrianti, Priskila Dwi; Marina, Sandriana; Suminar, Ratna
Jurnal Manajemen Bisnis Transportasi dan Logistik Vol 9, No 2 (2023): Desember
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mbtl.v9i2.1708

Abstract

The rapid increase in online business has resulted in greater expanded delivery services that ease consumers to deliver goods. Due to the large number of delivery service companies, competition is getting tougher. Therefore, companies need to satisfy their customers. This study aims to determine the influence of physical distribution service quality, price, and brand image on customer satisfaction with JNE courier service. This study employed a convenience sampling method for collecting data from 124 respondents who had used the courier service surveyed to test three hypothesized relationships among the constructs of physical distribution service quality, price, and brand image on customer satisfaction using variance-based structural equation modeling (PLS-SEM). The findings of this study showed that physical distribution service quality, price, and brand image have a positive effect on customer satisfaction.
Co-Authors RR. Ella Evrita Hestiandari Sandriana Marina Susilawati, Digita