PENGARUH KUALITAS PELAYANAN LOGISTIK TERHADAP KEPUASAN PELANGGAN (STUDI KASUS: J&T EXPRESS DP PADANGSIDIMPUAN)

Abstract

^{J&T Express is one of the courier companies in Indonesia that has a desire to continue to improve the quality of theirs service. This study aims to determine the correlation of quality logistics services to customer satisfaction at J&T Express DP Padangsidimpuan using a quantitative approach with multiple linear regression data analysis. Sampling was carried out on 100 respondents who had used the services offered by J&T Express DP Padangsidimpuan. The results, there are 5 variables of Logistics Service Quality, namely Personnel Contact Quality, Quality of Information, Ordering procedures, Order Discrepancy Handling, Timeliness which are in accordance with the requirements if the significance is less than or equal to 0.05 (≤ 0.05) which is it means that there is a partial effect on customer satisfaction. However, the Order Condition variable, the research results obtained a significance value of 0.266 > 0.05, which means that no matter how good the order condition variable is, it does not lead to customer satisfaction. This shows that the multiple linear regression method is considered more efficient to find out how much influence the Logistics Service Quality variable has on customer satisfaction..}