Yoga, Bagus Pratama Rimbawan (2025) ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN PELANGGAN PADA JASA PENGIRIMAN J&T EXPRESS DI KOTA SEMARANG. SKRIPSI.
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Abstract
A freight expedition is a company that has the activity of sending goods with medium to small capacity to various regions. Some modes of transportation used as examples of expeditions are land, sea and air transportation modes. Delivery by land transportation mode is the most cost-effective but delivery of goods tends to take a long time. Customer Satisfaction is a form of consumer loyalty to use a product or service continuously. This study aims to determine the factors that influence Customer Satisfaction to J&T Express shipping services. The population in this study were users of J&T Express delivery services at Semarang city with a research sample of 100 respondents. The sampling technique used is non probability sampling with the type of sampling, namely Quota Sampling. The analysis method used is descriptive analysis and quantitative analysis, the data is analyzed using multiple linear regression analysis with the help (software) SPSS V.25. The results of this study indicate that the variables of promotion, brand image, on-time delivery, and delivery tracking partially affect Customer Satisfaction. The results of multiple regression analysis obtained the equation Y = 0.489 + 0.125X1 + 0.069X2 + 0.146X3 + 0.013X4 + µ where all the variables studied show a positive and significant effect on Customer Satisfaction. From the regression equation, it can also be seen that the variable that has the most dominant effect on Customer Satisfaction is the variable on time delivery with a regression coefficient of 0.146. And the obtained coefficient of determination (Adjusted R Square = 0.521) means 52.1%. The coefficient of determination is 52.1%, while the rest (100% - 52.1% = 47.9%) is influenced by other variables outside the study. Keywords : Promotion, Brand Image, Delivery Timeliness, Delivery Tracking, Customer Satisfaction. .
| Item Type: | Article |
|---|---|
| Additional Information: | 202104185 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 16 Dec 2025 04:00 |
| Last Modified: | 16 Dec 2025 04:00 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6829 |
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