PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN BARANG KAI LOGISTIK EXPRESS BANDUNG

Erlita Khrisinta Dewi; Khoirunissa Sae  Gustya

Authors

Erlita Khrisinta Dewi Politeknik APP Jakarta
Khoirunissa Sae Gustya Politeknik APP Jakarta

Keywords:

Service quality, customer satisfaction, delivery service

Abstract

This study aims to determine the service quality, customer satisfaction and the effect of service quality significantly on customer satisfaction of KAI Logistik Express Bandung. The approach used is a quantitative approach. This study uses descriptive analysis. The test is done through instrument test, classical assumption test, and simple linear regression test using SPSS Statistics. Primary data was collected through the distribution of questionnaires. This study used a total of 30 research samples. Purposive sampling technique was used to determine the sample. This study shows that the service quality and customer satisfaction of KAI Logistik Express are in the high category. The results of the study also show that service quality has a significant effect on customer satisfaction.

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