Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan Pelanggan (Studi Kasus PT. Tiki Jalur Nugraha Ekakurir (JNE) Jl. Hamid Rusdi No 125 Bunulrejo, Blimbing, Kota Malang)

Abstract

PT. Tiki line Nugraha Ekakurir (JNE), an Indonesian business entity that engaged in the field of services. The company was established in the year 1990, is a trusted company in freight goods. PT. Tiki line Nugraha Ekakurir (JNE) serve the delivery of goods throughout Indonesia even to the corners of the village, not only send the goods to Indonesia even pengirimana goods to the overseas. PT. Tiki line Nugraha Ekakurir (JNE) is one of the best companies in the service of freight delivery, PT. Tiki line Nugraha Ekakurir (JNE) is also a company that is familiar with the many people and developing very rapidly in the world of services. PT. Tiki line Nugraha Ekakurir (JNE) has a marketing system and also a good distribution, it is not difficult to better develop the business of delivery of goods that are now increasingly crowded. The help of existing technology, PT. Tiki line Nugraha Ekakurir (JNE) will be more widely used and has been available in various regions throughout Indonesia. The results of this research are significantly influential service quality variables on customer satisfaction with regression analysis results in obtaining the value tcount > ttable (3.551 > 2,002) with a significant degree (0.01 < 0.05). Price variables significantly affect customer satisfaction with regression analysis results in obtaining from tcount > ttable (3.863 > 2.002) with a significant level (0.00 < 0.05). The variable quality of service and prices are equally significant in effect on customer satisfaction with the analysis of the value of the fcount > ftable (19.410 > 3.16) with a significant equivalent of 0.00 < 0.05. The predominant variables against customer satisfaction are the price variables with the largest Beta value worth 0.413 in the direction of positive influence, with a significant value of 0.000. The value of Coefficiencies adjusted by R Square by 0.405 equals 40.5%. The efficiency of this determination shows that 40.5% customer satisfaction in customers who deliver goods through PT. Tiki line Nugraha Ekakurir (JNE) Malang in the influence of quality service and price.