ANALISIS PENGARUH PENGAWASAN, KEMUDAHANAKSES, DAN KEAMANAN PENGGUNA JASA, TERHADAP KEPUASAN PELANGGAN PT. SICEPAT EXPRESS TANGERANG SELATAN

Noval, Rafiq Fauzandi (2025) ANALISIS PENGARUH PENGAWASAN, KEMUDAHANAKSES, DAN KEAMANAN PENGGUNA JASA, TERHADAP KEPUASAN PELANGGAN PT. SICEPAT EXPRESS TANGERANG SELATAN. SKRIPSI.

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Abstract

This research aims to analyze the influence of supervision, ease of access, and user security on customer satisfaction at PT. SiCepat Express in South Tangerang. The background of this study is based on the crucial role of logistics services in supporting the growth of the e-commerce industry and the increasing demand for fast, secure, and user-friendly delivery services. The research uses a quantitative approach with descriptive and verification methods. Data were collected through questionnaires distributed to 100 respondents, selected using purposive sampling techniques.The independent variables in this study are supervision (X1), ease of access (X2), and user security (X3), while the dependent variable is customer satisfaction (Y). Data were analyzed using SPSS version 27 with validity tests, reliability tests, multiple linear regression analysis, and simultaneous testing. The results show that all three independent variables have a positive and significant effect on customer satisfaction, both partially and simultaneously. Supervision contributes to maintaining service quality and operational efficiency; ease of access enhances customer interaction with the service; and user security builds trust and a sense of safety in the transaction process. Simultaneously, these three variables contribute 55.8% to customer satisfaction. This study concludes that improving supervision, access, and service security is a crucial strategy to strengthen customer loyalty and the competitive advantage of PT. SiCepat Express in the logistics service industry. Keywords: Supervision, Ease of Access, User Security, Customer Satisfaction, SiCepat Express

Item Type:	Article
Additional Information:	212204081
Subjects:	Transportasi
Divisions:	Program Studi > S1-Transportasi
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	15 Sep 2025 04:04
Last Modified:	15 Sep 2025 04:04
URI:	http://repository.unimar-amni.ac.id/id/eprint/6750

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