ANALISIS KUALITAS PELAYANAN PAKET EXPRESS TERHADAP KEPUASAN PELANGGAN DENGAN METODE STRUCTURAL EQUATION MODELING (SEM) (STUDI KASUS: PT AMALY MITRAABADI SULAWESI)

Abstract

PT Amaly MitraAbadi Sulawesi is a private company in the city of Maksassar, South Sulawesi which is enganged in shipping services or expeditions to various regions. Currently, PT Amaly MitraAbadi Sulawesi only ships goods by land. The purpose of this research is to determine the effect of express package service quality on customer satisfaction at PT Amaly MitraAbadi Sulawesi. This research consisted of two variables, namely the variable service quality and customer satisfaction, data collection was carried out by distributing questionnaires to the people of Makassar city who used the delivery service of PT Amaly MitraAbadi Sulawesi. To determine customer satisfaction, the SERVQUAL (Tangible, Emphaty, Responsiveness, Reliability, Assurance) dimension approach is used and measures the effect of service quality on customer satisfaction using the Structural Equation Modeling (SEM) method processed using LISREL 8.80 computer software. The results showed that customer satisfaction at PT Amaly MitraAbadi Sulawesi is only influenced by the dimensions of emphaty and assurance. Emphaty on customer satisfaction has a significant and positive effect of 2,46 and assurance on customer satisfaction has a significant and positive effect of 3,74. The dimension of service quality that most dominantly affects customer satisfaction is the dimension of emphaty.