Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Pengiriman Shopee Express Cabang Pekanbaru

Kadevi, Kadevi (2022) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Pengiriman Shopee Express Cabang Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

In this study using two variables, namely Service Quality as an independent variable (X) and Customer Satisfaction as a related variable (Y). This research was conducted with the aim of knowing the effect of service quality on customer satisfaction at the Pekanbaru branch of Shopee Express Delivery Services. The hypothesis of this study is that there is an effect of service quality on customer satisfaction at the Pekanbaru Branch of Shopee Express Delivery Services. To determine the effect of these variables, indicators of service quality variables are used, namely tangible, empathy, reliability, responsiveness, assurance. Then indicators on customer satisfaction are performance and expectations. The data obtained in this study through Questionnaires, Interviews, Observations, and Documentation. In this study, researchers used incidental sampling technique with a total sample of 50 respondents. Then in the data processing technique used simple linear regression, hypothesis testing (T test), R2 test (determination) using SPSS V22. Based on the analysis using simple linear regression statistical method Y = 13 + 0292X which shows the effect of service quality (X) on customer satisfaction (Y) is positive. Furthermore, the results of the hypothesis test, the T test of 1.984 with a significance of 0.000. The obtained t table is 2,787, in other words, T count is greater than T table (4,408>2,787). So it can be concluded that Ho is rejected, Ha is accepted, in other words the independent variable (X) partially affects the dependent variable (Y). and on the coefficient of determination test (R2) it is concluded that R2 is 0.150 or 15%. This means that the service quality variable affects customer satisfaction at the Shopee Express Delivery Service Pekanbaru Branch by 15% and 85% is influenced by other variables that are not taken in this study.

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