KUALITAS PELAYANAN JASA EKSPEDISI TERHADAP KEPUASAN PELANGGAN PADA J&T EXPRESS CABANG LANDASAN ULIN

Abstract

The objectives of research are 1) to determine the quality of expedition services to customer, 2) to find out whether service quality given is appropriate in increasing customer satisfaction, and 3) to to find out how to improve the service quality as material for future evaluations of J&T Express expedition service at the Landasan Ulin Branch. The method used in conducting this research is quantitative,which only uses data on the object of the research. Sources of data uses are primary and secondary data. Based on the result of this study, it can be concluded that the quality of expedition services on customer satisfaction at J&T Express Landasan Ulin Branch is average, respondents stated that the dimensions of physical evidence (tangibility) were in the good category with a score of 3.18. The average respondent stated that the reliability dimension was included in the good category with a score of 3.23. The average respondent stated that the responsiveness dimension was in the good category with a score of 3.18. The average respondent stated that the assurance dimension was in the good category with a score of 3.14. The average respondent stated that the Attention dimension (empaty) was included in the good category with a score of 3.19.