Pengaruh Lokasi, Kualitas Pelayanan Dan Kepercayaan Pelanggan Terhadap Kepuasan Pelanggan Dalam Jasa Pengiriman Anteraja

Mevi Permata Sari; Nur Hidayati; Nurali Agus Najibul Zamzam

doi:10.59061/masip.v1i3.302

Authors

Mevi Permata Sari Universitas Islam Kadiri
Nur Hidayati Universitas Islam Kadiri
Nurali Agus Najibul Zamzam Universitas Islam Kadiri

DOI:

https://doi.org/10.59061/masip.v1i3.302

Keywords:

Lokasi, Kualitas Pelayanan, Kepercayaan Pelanggan

Abstract

The problem that is the focus of this study is the problem of location variables (X1), service quality (X2) and customer trust (X3) to the dependent variable, namely customer satisfaction (Y). The customer population of PT Tri Adi Bersama (ANTERAJA) is 7300 people. This research uses quantitative methods. Sampling technique with purposive sampling approach. The data analysis technique used in this research is validity and reliability test, classic assumption test, multiple linear regression test, coefficient of determination, t test and F test. From the results of this study that the location variable (X1) has a partially significant effect on customer satisfaction (Y), this can be seen from the significant t value of 0.005 <0.05. service quality (X2) has a partially significant effect on customer satisfaction (Y), this can be seen from the significant t value of 0.005 <0.05. customer trust (X3) has a partially significant effect on customer satisfaction (Y), this can be seen from the significant t value of 0.029 <0.05. Simultaneously location (X1), service quality (X2) and customer trust (X3) have a significant influence on customer satisfaction (Y), this can be seen from the significant F value of 0.000 <0.05.

References

Ahror, U. Al, & Soekotjo, H. (2017). Pengaruh Kualitas Pelayanan, Harga dan Lokasi terhadap Kepuasan Pelanggan Cafe Milkmoo. Jurnal Ilmu Dan Riset Manajemen, 6(3), 1–20.

Akri, P., Edyson, & Suyono. (2021). Influence Of Product Quality, Trust, Location And Service Quality On Customer Satisfaction In Cv Mitra Matra Mandiri Pekanbaru. LUCRUM: Jurnal Bisnis Terapan, 1(1), 74–86.

Kesuma, E., Amri, & M.Shabri. (2015). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Pelanggan Pada Sulthan Hotel Banda Aceh. Jurnal Manajemen Pascasarjana Universitas Syiah Kuala, 4(4), 176–192.

Kotler, Philip dan Garry Amstrong. (2014). Prinsip-Prinsip pemasaran. Edisi 13. Jilid 1. Jakarta: Erlangga

Kotler, Philip dan Keller. (2016). Manajemen Pemasaran. Edisi 15. Pearson Education

Kurnia, D. A. (2020). Pengaruh Bauran Pemasaran Jasa Dan Keunggulan Bersaing Terhadap Kepuasan Pelanggan PT Jalur Nugraha Ekakurir (JNE) Agen Pacar Keling Surabaya (Doctoral dissertation, Universitas 17 Agustus 1945 Surabaya). Tersedia di: http://repository.untag-sby.ac.id/3776/ (25 Januari 2021)

Lupiyoadi, R. (2013). Manajemen Pemasaran Berbasis Kompetensi. Edisi 3. Jakarta : Salemba Empat.

Lupiyoadi, Rambat & A. Hamdani. (2009) .Manajemen Pemasaran Jasa. Edisi kedua, PT Salemba Empat: Jakarta

Mukhlis, M. A. (2009). Pengaruh Lokasi dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Jasa Pengiriman J & T di Muara Bulian M. Journal of Economics and Business, 3(1), 1–9.

Priansa, Donni Juni. (2017). Perilaku Konsumen Dalam Persaingan Bisnis Kontemporer. Bandung : Alfabeta

Sugiyono. (2019). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta

Susanto, B. H., Arifin, R., & Khalikussabir. (2021). Pengaruh Kualitas Produk, Kualitas Layanan, Lokasi Dan Kepercayaan Terhadap Kepuasan Pelanggan (Study kasus pada pelanggan Sarijan Café). Jurnal Ilmiah Riset Manajemen, 10(1), 84–100.

Tjiptono, Fandy. 2014. Pemasaran Jasa. Jakarta : Gramedia Cawang