Wafi, Dhani Khasbul (2022) Pengaruh Kualitas Pelayanan Terhadap kepuasan Pelanggan Ninjaxpress Di Kabupaten Nganjuk. Undergraduate thesis, UPN VETERAN JAWA TIMUR.
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Abstract
In the current era of globalization, technology affects the shopping culture of the Indonesian people. This makes the marketplace and online business increasingly growing in Indonesia. The development of the marketplace and online business also has an impact on other business lines, namely businesses in the field of freight forwarding services. The increasing number of consumers shopping online or marketplace is directly proportional to the increase in consumers of goods delivery services. Ninjaxpress is one of the goods delivery services in Nganjuk district, there are still problems regarding service indicating an error about service quality that causes complaints that affect customer satisfaction. This study aims to determine the effect of service quality on Ninjaxpress customer satisfaction in Nganjuk Regency The type of research used is a quantitative method. The scale used in measuring the variables of this study is an ordinal scale with the Linkert weighting technique. The Linkert scale is used because it is the most widely used attitude measurement technique in marketing research. Data obtained from answers to questionnaires distributed to customers who use Ninjaxpress freight forwarding services are 65 respondents. In this study, the data analysis technique used the Partial Least Square (PLS) approach which is a Structural Equation Modeling (SEM) equation model. The results of hypothesis testing indicate that service quality has a positive effect on customer satisfaction. Based on the results of the research, the services provided by Ninjaxpress employees are good, especially in friendliness and courtesy to customers, Ninjaxpress must be able to maintain something that is already good, even in the future Ninjaxpress needs to improve its services to be even better.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Contributors: |
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| Subjects: | H Social Sciences > HC Economics H Social Sciences > HD Industries. Land use. Labor > HD62.15 Total Quality Management H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products |
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| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | Dhani Khasbul Wafi | ||||||||
| Date Deposited: | 04 Mar 2024 04:09 | ||||||||
| Last Modified: | 04 Mar 2024 04:09 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/7400 |
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