ANALISIS PENGARUH KUALITAS PELAYANAN JASA PENGIRIMAN TERHADAP KEPUASAN KONSUMEN NINJA XPRESS DI KOTA SAMARINDA

Abstract

This study aims to determine and analyze the effect of service quality which includes physical evidence, reliability, responsiveness, assurance, and empathy on Ninja Xpress customer satisfaction in Samarinda City. The theoretical basis used in this study includes service quality to customer satisfaction.

The results of this study show that 1) Tangibels has a significant positive effect on consumer satisfaction which shows that the better the physical evidence displayed, the stronger it is to increase consumer satisfaction Ninja Xpress in the city of Samarinda. 2) Reliability has a significant negative effect on consumer satisfaction which shows that the higher the reliability provided, the lower the level of consumer satisfaction. 3) Assurance has a positive effect that is not significant which shows that the better the assuarance provided may not necessarily increase customer satisfaction.4) Responsiveness has a significant positive effect which shows that the better the responsiveness provided, the more it increases Ninja Xpress customer satisfaction. 5) Empathy has a significant positive effect on consumer satisfaction which shows that the better the empathy given to consumers, the more it increases ninja xpress consumer satisfaction. 6) Service Quality variables including Tangibles, Reliability, Responsiveness,Assurance and Empathy simultaneously have a significant effect on Ninja Xpress customer satisfaction in Samarinda City. This shows that the better the physical evidence, reliability, responsiveness, assurance, and empathy, the more increased the customer satisfaction of Ninja Xpress in Samarinda City.