Pengaruh Kualitas Pelayanan Pengiriman Barang Terhadap Kepuasan Pelanggan di PT. Herona Express Kantor Perwakilan Jember Tahun 2013

Abstract

The quality of service is critical for customer satisfaction in maintaining the survival and development of enterprises. This research aims to know the effect of service quality delivery of goods consisting of reliability, responsiveness, assurance, empathy, and physic proven to customer satisfaction and to know sub-variables that dominant influence on customer satisfaction in the PT. Herona Express Representative Office in Jember. This research is a quantitative research that uses statistical analysis tools. Determining the location of the research uses method of area purposive. Sampling method in this research uses accidental sampling of 40 respondents. To obtain the data relevant with the purpose of the method of data collection research by using questionnaires, observations, interviews, and documentation. The data analysis technique use descriptive analysis and inferential analysis. The results show that the variables of service quality have a significant influence on customer satisfaction with the dominant reliability of sub- variable.