ANALISIS PERBANDINGAN SERVICE QUALITY ANTARA JNE KCU A.W SYAHRANIE DAN TIKI KCU SLAMET RIYADI DI SAMARINDA

Abstract

This study was conducted to find out whether or not there are differences that focus on the quality of service consists of five variable dimensions of service quality including Tangible, Assurance, Reability, Empathy, and Responsiveness.

The research population used by researchers is all users of JNE and TIKI delivery services in Samarinda. This study sampled as many as 100 respondents and used nonprobably sampling is accidential sampling techniques. Analysis tool used to analyze the difference between JNE service quality and TIKI service quality is SPSS 25 program with different T-Test test.

From the results of the study showed that: 1) Tangible variables have a calculated t value of 4,265 sig(2 tailed) 0.00 < 0.05 can be concluded that there is a difference, then the hypothesis is accepted. 2) Reability has a calculated t value of 2,605, sig(2 tailed) 0.011 < 0.05 can be concluded that there is a difference, then the hypothesis is accepted. 3) Responsiveness t value count 2,055 sig(2 tailed) 0.043 < 0.05 can be concluded that there is a difference, then the hypothesis is accepted. 4) Assurance value t calculate 1,682 sig(2 tailed) 0.096 > 0.05 can be concluded that there is no difference, then the hypothesis is rejected. 5) Empathy t value count 2,656 sig(2 tailed) 0.009 < 0.05 can be concluded that there is a difference, then the hypothesis is accepted.