Saputra, Sandi Sevtian (2023) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman J&t Exspress Marpoyan Damai Cabang Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

Service quality is the main factor affecting customer satisfaction because customers who are satisfied with their personal values and experience a positive mood towards service will have good feedback for the company, such as making repeat purchases and providing recommendations to others to buy at the same place. Trust and satisfaction can lead to high loyalty to the company. Customers are often disloyal due to poor service or lower service quality than the customer expects. This research was conducted to determine the effect of service quality on customer satisfaction in using J&T Express Marpoyan Damai delivery services, Pekanbaru Branch. This research was carried out using a quantitative descriptive method using primary data and secondary data obtained through interviews or research questionnaires. Respondents taken were 100 people who used the services of J&T Express Marpoyan Damai Pekanbaru Branch. The results of the descriptive analysis show that the service quality variable is in the strongly agree category. Thus it can be concluded that with the superiority of the brand, many people have started looking for information about this goods delivery service product and decided to use it. The results of the descriptive analysis show that the purchasing decision variable is in the strongly agree category. Thus it can be concluded that many people decide to use this product because the brand is known and adjusted to the quality provided. From the results of the t test, it is known that service quality has an effect on consumer satisfaction variables. Goods delivery services at J&T Express Marpoyan Damai, Pekanbaru Branch.

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