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All Journal Ekopedia: Jurnal Ilmiah Ekonomi
Fadl, Ahmad Zhofaro Jawharul
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Economics, Econometrics & Finance

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Pengaruh Harga dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Layanan Expedisi Fadl, Ahmad Zhofaro Jawharul; Zahrah, Halimah
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: 10.63822/0pyy0k91

Abstract

The growth of the logistics sector driven by the expansion of e-commerce has intensified competition in the delivery service industry. Under these conditions, price and service quality play an important role in shaping customer satisfaction. This study aims to examine the effect of price and service quality on customer satisfaction with the Special Express Mail service at the Bandung Post Office. A quantitative approach with a survey method was employed, involving users selected through purposive sampling. Data were collected using a validated and reliable Likert-scale questionnaire and analyzed using multiple linear regression. The findings indicate that price and service quality have a positive influence on customer satisfaction, both partially and simultaneously, with service quality playing a more dominant role. Therefore, continuous improvement in service quality and the implementation of fair and competitive pricing strategies are essential to enhance customer satisfaction and maintain competitiveness in the delivery service industry.
Co-Authors Zahrah, Halimah