Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan
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Penelitian ini bertujuan untuk mengetahui pengaruh layanan jasa terhadap kepuasan pelanggan PT. Tiki Jalur Nugraha Ekakurir (JNE) Cabang Makassar serta variabel mana yang paling dominan. Dalam penelitian ini yang menjadi populasi adalah pelanggan PT. Tiki Jalur Nugraha Ekakurir (JNE) cabang Makassar berjumlah 148 orang. Untuk menentukan jumlah sampel digunakan rumus Slovin dengan jumlah sampel sebanyak 96 orang. Metode yang digunakan untuk menentukan besarnya sampel adalah menggunakan rumus Slovin. Dengan teknik Accidental sampling, yaitu siapa saja yang secara kebetulan bertemu dengan peneliti dapat digunakan sebagai sampel, bila dipandang orang yang kebetulan ditemui itu cocok sebagai sumber data. Metode pengumpulan data yang digunakan dalam penelitian ini adalah observasi dan kuesioner. Jenis data adalah kuantitatif dan kualitatif yang bersumber dari data primer dan data sekunder. Hasil analisis penelitian ini dengan menggunakan SPSS 23,0 menunjukkan bahwa variable responsiveness, reliability dan assurance berpengaruh terhadap kepuasan pasien rawat jalan dan variable tangible dan emphaty tidak bepengaruh terhadap kepuasan pelanggan. Kemudian dari keempat variabel yang berpengaruh, variable assurance yang paling dominan berpengaruh terhadap kepuasan pelanggan.
Keywords : Tangible (Bukti Fisik), Emphaty (Kepedulian), Reliability (Kehandalan), Responsiveness (Daya Tanggap), Assurance (Jaminan), Kepuasan Pelanggan, JNE, Makassar
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DOI: https://doi.org/10.37531/mirai.v3i2.2163
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