Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Kepuasan Pelanggan J&T Express Pada Masa Pandemi COVID-19

Abstract

This study aims to determine, explain, and analyze service quality and brand image on customer satisfaction, the correlation of service quality and brand image on customer satisfaction, the effect of service quality and brand image partially on customer satisfaction, the effect of service quality and brand image simultaneously on customer satisfaction. customer satisfaction. This type of research is quantitative with descriptive and verification research methods.. The sampling technique uses a non-probability sampling technique, namely purposive sampling. Data collection techniques using questionnaires and to analyze data using scale range and path analysis. The results showed that the service quality of J&T Express COVID-19 was quite good because it was in the criteria range of the scale quite agree, the J&T Express brand image perceived was considered good because it was in the criteria range. agree scale, J&T Express customer satisfaction felt is considered good because it is in the agreed scale criteria range, there is a correlation between service quality and brand image with a very strong and unidirectional correlation level because the results positive correlation coefficient, there is a partial influence between service quality and brand image on customer satisfaction, there is a simultaneous influence between service quality and brand image on customer satisfaction..

What Is Company Image as a Moderation Variable for Customer Satisfaction in the Expedition Business?

“…0.00 < 0.05 dapat disimpulkan bahwa H1 diterima yang artinya variabel kualitas layanan dalam penelitian ini berpengaruh positif dan signifikan secara parsial terhadap kepuasan pelanggan. Hasil penelitian ini sejalan dengan (Hibahtullah, 2021) (Agustin et al, 2021) (Ismail & Yusuf, 2021) dan (Isyanto & Wijayanti, 2022). Penelitian mengindikasikan bahwa peran pada pengaruh kualitas layanan terhadap kepuasan kepuasan pelanggan.…”

“…mengatakan bahwa kepuasan pelanggan adalah proses evaluasi pasca pembelian, ketika produk/jasa yang dibeli minimal sama atau melebihi harapan pelanggan. Menurut(Isyanto & Wijayanti, 2022) mengatakan bahwa kualitas layanan merupakan faktor yang menentukan tingkat keberhasilan dan kualitas perusahaan dimana kemampuan perusahaan untuk memberikan layanan yang berkualitas kepada konsumen dan sebagai strategi perusahaan untuk mempertahankan diri dan meraih kesuksesan dalam menghadapi persaingan (Hibahtullah, 2021). kualitas layanan merupakan aktivitas atau rangkaian atas kegiatan yang tidak terwujud yang di akibatkan oleh interaksi antara karyawan perusahaan dengan pelanggan melalui layanan yang bertujuan untuk menyelesaikan permasalahan yang sedang di alami oleh konsumen.…”

“…H1: Kualitas layanan berpengaruh terhadap kepuasan pelangganKualitas Layanan dan Citra PerusahaanKualitas layanan adalah cerminan atau tingkat perbandingan antara tingkat layanan yang disampaikan perusahaan dibandingkan ekspetasi pelanggan. Penelitian ini juga pernah diteliti oleh peneliti sebelumnya, secara simultan kualitas layanan dan citra perusahaan berpengaruh signifikan terhadap kepuasan pelanggan(Isyanto & Wijayanti, 2022). Citra dalam perusahaan sangatlah penting.…”

Analysis of Employee Satisfaction with Helpdesk Websites using Service Quality in Construction Companies

“…Parasuraman said 22 service quality determinants are summarized in five main factors, also known in Servqual: tangibles, reliability, responsiveness, assurance, and empathy (Haryanti and Baqi 2019). Service quality has long influenced customer satisfaction in various business sectors (Isyanto and Wijayanti, 2022). In the construction industry, service quality principles have also become relevant, although with special emphasis on employee needs.…”