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All Journal Journal of Innovative and Creativity
Siahaan, Indra Batara
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Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Analisis Kepuasan Pelanggan Jasa Pengiriman Barang Di J&T Cargo Cabang Sarimanah Kota Bandung Siahaan, Indra Batara; Dewi, Nurlaela Kumala; Syafrianita, Syafrianita
Journal of Innovative and Creativity Vol. 5 No. 3 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

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Abstract

A Customer satisfaction in delivery services is important. Customer satisfaction is obtained from the quality of service offered by the delivery service. J&T Cargo Sarimanah Branch is a delivery service that offers quality service to customers so that customers have satisfaction when using the service. In this study, J&T Cargo Sarimanah Branch became a research to see whether the quality of service on customer satisfaction. Research on service quality has a significant effect on customer satisfaction and looks at the variables that are prioritized in meeting customer satisfaction, this study uses the servqual method (service quality) to measure the extent to which the quality of service provided by J&T Cargo Sarimanah Branch and the IPA method (Importance Performance Analysis) to determine the priorities of variables that must be maintained and improved again. The results of this study show a positive value on 18 variables that have been tested and show a value of 2.99. Where the average score shows customer satisfaction with the quality of service J&T Cargo Sarimanah Branch exceeds customer expectations (high satisfaction).
Co-Authors Nurlaela Kumala Dewi, Nurlaela Kumala