Effect of Trust, Quality of Service to Jne Express Consumer Satisfaction in Sampit District, Kotawaringin Timur District

Sari Hayati*, Yuli Andriyati, Leni Handayani

Abstract


The purpose of this study  was to  determine the factors  that  influence consumer  satisfaction with JNE Express  freight  forwarding services in Sampit District, Kotawaringin Timur.  District, in the study of 100 people using the Slovin formula. By using the Accidental Sampling method. With the provisions of the data analysis in this study is quantitative using multiple linear regression method and the data is analyzed using the SPSS V.23 program. Based on the results of this study indicate that Trust and Service Quality significantly influence Consumer Satisfaction in JNE Express freight forwarding services in Sampit District, Kotawaringin Timur Regency. Simultaneously the independent variable (Trust and Service Quality) significantly influences the dependent variable (Customer Satisfaction) on JNE Express freight forwarding services in Sampit District, Kotawaringin Timur  Regency. R Square value of 0.571 or 57.1% means the variable Customer Satisfaction is influenced by the Trust and Quality of Consumers while the remaining 42.9% is influenced by other variables not used in this study.


Keywords


Trust, Quality Of Service and Consumer Satisfaction

Full Text:

PDF

References


AH Prasetiyo, D Rustamaji, S Sumarni, NI Nadhifah, 2022. Pengaruh Kualitas Pelayanan, Presepsi Harga Dan Kemampuan Berkomunikasi Terhadap Kepuasan Konsumen Pada Pt. Jne Babat Lamongan. Jesya (Jurnal Ekonomi dan Ekonomi Syariah), 2022•stiealwashliyahsibolga.ac.id

Dennisa, Eugenia Andrea dan Suryono, Budi Santoso. 2016. Analisis Pengaruh Kualitas Produk, Kualitas Layanan, dan Citra Merek Terhadap Loyalitas pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi pada Klinik Kecantikan Cosmetic Semarang). DIPONEGORO JOURNAL OF MANAGEMENT Vol 5 No 3. 2016 : 1-13

Ghozali, Imam. 2012. Aplikasi Aalisis Multivariate dengan Program IBM SPSS. Yogakarta

Harefa, B. D. (2018). Pengaruh Kualitas Pelayanan Dan Kepercayaan Konsumen Terhadap Keputusan Pembelian Produk Secara Online Pada Situs Lazada Pada Mahasiswa/I S1 Manajemen Fakultas Ekonomi Dan Bisnis Universitas Sumatera Utara. Jurnal Fakultas Ekonomi dan Bisnis, Universitas Sumatera Utara .

Hasby 2019. Analisis Pengaruh Kualitas Pelayanan Jasa Pengiriman Terhadap Kepuasan Konsumen Jne Express Agen Pangkalan Mansyur •repository.uinsu.ac.id

Kesuma Eka, Amri, dan M. Shabri . 2015. Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasaan Pelanggan pada Sulthan Hotel Banda Aceh. Jurnal Manajemen Pasca Sarjana Universitas Syiah Kuala Vol 4 No 4. November 2015: 176-192

Kotler, Philip & Kevin L. Keller. 2009. Manajemen pemasaran edisi 12 jilid 1. PT Macanan Jaya Cemerlang. Indonesia.

Mahendra, Kevin Putra dan Ratih Indriyani. 2018. Pengaruh Kepercayaan Pelanggan Tehadap Kepuasan Pelanggan CV Mitra Pekasa Utomo. AGORA Vol 7 No 1.2018 : 121-131

Nidyatantri, Ni Made Marta, Suryawardani, Oka I,G.A., Agung, Dewa Gede. 2016. Pengaruh Kepuasan dan Kepercayan terhadap Loyalitas Konsumen Kedelai Jepang Edamame Pendekatan Structral Equation Modeling. E- jurnal Agribisnis dan Agrowisata Vol 5 No 1. Januari 2016 : 2301-6

Panjaitan, Januar Efendi dan Ai Lili Yuianti. 2016. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada JNE Cabang Bandung. DeRema Jurnal Manajemen Vol 11 No 2. September 2016 : 265-289

Quddus, Fakhri Syahir Abdul and Herry Hudrasyah. 2014. The Influence of Service Qualiy Dimensions on Customer Loyalty in PT. JNE North Bandung Area. Journal of Business and Management Vol 3 No 5. 2014 : 546-556

Razak, Ismail. 2016. The Impact of Product Quality and Price on CustomerSatisfaction with the Mediator of Customer Value. Journal of Marketing and Consumer Research ISSN 2422-8451 An Internatonal Peer-reviewed Journal Vol 30. 2016 : 59-68

Soegoto, Agus Supandi. 2013. Persepsi Nilai dan Kepercayaan Terhadap Kepuasandan Dampaknya Terhadap Loyalias Konsumen. Jurnal EMBA Vol 1 No 3. September 2013 : 1271-1283

Siregar,Syofian. 2014. Statistik Parameter untuk penelitian kuantitatif. Jakarta :

PT Bumi Aksara Sugiyono. 2014. Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta

Sugara, Anang dan Rizki Yudhi Dewantara. 2017. Analisis Kepercayaan dan Kepuasan Terhadap Penggunaan Sistem Transaksi Jual Beli Online (Studi Pada Konsumen “Z”). Jurnal Administrasi Bisnis (JAB), Vol 52, No 1 November 2017 : 8-15

Suliyanto. 2011. Ekonometrika Terapan : Teori & Aplikasi dengan SPSS. Penerbit: Andy

Setyobudi Ismanto, Daryanto. 2014. Konsumen dan pelayanan prima.Yogyakarta: Gava Media

S Thalib, H Wulandjani, 2021. Pengaruh Kualitas Layanan Dan Harga Terhadap Citra Perusahaan Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada Jasa Pengiriman Jne. JRB-Jurnal Riset Bisnis, •journal.univpancasila.ac.id

Tjiptono, Fandy dan Gregious Chandra. 2011. Service, Quality & Satisfaction.

C.V Andi Offset, Yogyakarta.

Tjiptono, Fandy. 2014. Pemasaran Jasa. C.V Andi Ofsset, Yogyakarta.




DOI: https://doi.org/10.24815/jr.v7i1.37217

Article Metrics

Abstract view : 0 times
PDF - 0 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Riwayat: Educational of History and Humanities indexed by

sinta_logodoaj_logoDimensions_logoCROSSREF_logoROAD_logoPKP_Index_logoGoogle_Scholar_logogaruda_logoonesearch_logoBASE_logoWordcat_logo

___________________________________________________________
Riwayat: Educational of History and Humanities

E-ISSN 2775-5037
P-ISSN 2614-3917

Published by History Education Department, Faculty of Teacher Training and Education, Universitas Syiah Kuala, Province Aceh. Indonesia
W :https://jurnal.usk.ac.id/riwayat
E : riwayat@usk.ac.id

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.