PENGARUH HARGA, KUALITAS PELAYANAN DAN PROMOSI TERHADAP KEPUASAN PELANGGAN PADA J&T EXPRESS SLM 09 SETURAN CABANG YOGYAKARTA

Authors

  • Muhammad Nur Nasution Program Studi Teknik Industri, Fakultas Teknik, Universitas AKPRIND Indonesia
  • Argaditia Mawadati* Program Studi Teknik Industri, Fakultas Teknik, Universitas AKPRIND Indonesia
  • Kartinasari Ayuhikmatin Sekarjati Program Studi Teknik Industri, Fakultas Teknik, Universitas AKPRIND Indonesia

DOI:

https://doi.org/10.34151/prosidingsnast.v1i1.4982

Keywords:

customer satisfaction, linear regression, service quality, price, promotion

Abstract

The shift in consumer behavior for online shopping and consumer expectations for delivery speed have increased competition in shipping services. J&T Express SLM 09 Seturan, Yogyakarta, faces challenges related to customer satisfaction, as seen from the 3.3 star rating on Google Review, which is lower than other branches. If this continues, it will certainly have a negative impact on the continuation of the business. This study aims to test the effect of price, service quality, and promotion on customer satisfaction at J&T EXPRESS SLM 09 Seturan, Yogyakarta branch. The questionnaire was filled out using Google Forms with the target respondents being people who had used the J&T EXPRESS SLM 09 Seturan, Yogyakarta. The number of respondents was 97 people whose data was then processed using SPSS Software. The results of this study indicate that price does not have a significant effect on customer satisfaction, while service quality and promotion have a significant effect on customer satisfaction. J&T EXPRESS SLM 09 Seturan needs to improve employee competence, improve systems, and strengthen promotions through targeted campaigns and loyalty programs to increase customer satisfaction.

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Published

23-11-2024

Issue

Prosiding SNAST 2024

Section

Articles

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