The Influence of Service Quality on Customer Satisfaction in Goods Delivery Services at J&T Express Drop Point Ratolindo
DOI:
https://doi.org/10.59890/mjst.v2i8.57Keywords:
Service Quality, Customer Satisfaction, ServqualAbstract
The purpose of this study is to examine how customer satisfaction with the goods delivery service at J&T Express Drop Point Ratolindo is impacted by service quality. SERVQUAL's five dimensions—physical evidence, empathy, reliability, responsiveness, and assurance—are used to gauge the quality of services. Quantitative research using a causal approach is the methodology employed. Questionnaires were used to gather data from 120 respondents who were chosen by chance sampling. Using IBM SPSS 27, multiple linear regression was used to analyze the data through partial testing (T test), simultaneous testing (F test), and the coefficient of determination (R2). Empathy and tangible proof, however, have the opposite impact. The findings indicate that customer satisfaction is highly impacted by all five aspects of service quality at the same time. In part, physical proof and empathy have a bad impact, whilst certainty, responsiveness, and dependability have a good and noteworthy impact. The SPSS program's computations yielded a coefficient of determination of 0.836, meaning that service quality accounts for 83.6% of the variation in customer satisfaction, with other factors outside the model influencing the remaining 16.4%. This research highlights how crucial it is to improve assurance, responsiveness, and dependability in order to preserve client loyalty and happiness
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