The influence of cervicequality, facilities and prices on JNE consumer satisfaction in Jombang Regency
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Institusion
Universitas Darul ulum
Author
Kamilia, Zahrotul
Subject
HG Finance
Datestamp
2023-10-22 04:05:57
Abstract :
This study aims to analyze and explain the effect of service quality (X1), facilities (X2), and price (X3) on consumer satisfaction (Y) and to find out which independent variables have the most dominant influence. The type of research used is descriptive quantitative research. The sampling technique used was random sampling with a sample of 100 JNE consumers at the Jombang branch. Researchers used descriptive statistical analysis, a data quality test (validity and reliability test), a classical assumption test (normality test, multicollinearity, and heteroscedasticity), and hypothesis testing (multiple linear regression test, partial test (t test), simultaneous test (F test), and testing the coefficient of determination (R2). The results of this study indicate that the variables service quality and price have a positive and significant effect on the consumer satisfaction variable, meaning that the higher the service quality and price, the higher the customer satisfaction. Meanwhile, the facility variable has a positive and insignificant effect on consumer satisfaction. This means that the increase in facilities has a positive effect but does not increase customer satisfaction.
This study aims to analyze and explain the effect of service quality (X1), facilities (X2), and price (X3) on consumer satisfaction (Y) and to find out which independent variables have the most dominant influence. The type of research used is descriptive quantitative research. The sampling technique used was random sampling with a sample of 100 JNE consumers at the Jombang branch. Researchers used descriptive statistical analysis, a data quality test (validity and reliability test), a classical assumption test (normality test, multicollinearity, and heteroscedasticity), and hypothesis testing (multiple linear regression test, partial test (t test), simultaneous test (F test), and testing the coefficient of determination (R2). The results of this study indicate that the variables service quality and price have a positive and significant effect on the consumer satisfaction variable, meaning that the higher the service quality and price, the higher the customer satisfaction. Meanwhile, the facility variable has a positive and insignificant effect on consumer satisfaction. This means that the increase in facilities has a positive effect but does not increase customer satisfaction.
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