PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN BARANG DI J&T EXPRESS DROP POINT RATOLINDO

The purpose of this study is to examine how customer
satisfaction with the goods delivery service at J&T
Express Drop Point Ratolindo is impacted by service
quality. SERVQUAL's five dimensions—physical
evidence, empathy, reliability, responsiveness, and
assurance—are used to gauge the quality of services.
Quantitative research using a causal approach is the
methodology employed. Questionnaires were used to
gather data from 120 respondents who were chosen by
chance sampling. Using IBM SPSS 27, multiple linear
regression was used to analyze the data through
partial testing (T test), simultaneous testing (F test),
and the coefficient of determination (R2). Empathy
and tangible proof, however, have the opposite impact.
The findings indicate that customer satisfaction is
highly impacted by all five aspects of service quality at
the same time. In part, physical proof and empathy
have a bad impact, whilst certainty, responsiveness,
and dependability have a good and noteworthy
impact. The SPSS program's computations yielded a
coefficient of determination of 0.836, meaning that
service quality accounts for 83.6% of the variation in
customer satisfaction, with other factors outside the
model influencing the remaining 16.4%. This research
highlights how crucial it is to improve assurance,
responsiveness, and dependability in order to preserve
client loyalty and happiness