PENGARUH KUALITAS PELAYANAN, KETEPATAN WAKTU PENGIRIMAN DAN FASILITAS TRACKING SISTEM TERHADAP KEPUASAN PELANGGAN JNE

Sari

This research is a quantitative research that aims to determine the effect of service quality, on time delivery, and system tracking facilities on JNE customer satisfaction. The population in this study is JNE service users. The sample size was taken by 75 respondents, using the random sampling method. Data collection is done through the distribution of questionnaires via Google form. The analysis technique used is the PLS (Partial Least Square) analysis method with SmartPLS3.0 software. The results of this study indicate that (1) service quality has a significant influence on customer satisfaction. (2) on time delivery has a significant effect on customer satisfaction.(3) system tracking facility has a negative and significant effect on customer satisfaction.