Pengaruh Kualitas Layanan dan Harga Terhadap Kepuasan Pelanggan pada PT. Jetindo Nagasakti Trans Ekspress (J dan T) Medan

Abstract

The research objective to be achieved by the authors of this study is to determine whether Service Quality has a positive and significant effect on Customer Satisfaction at PT. Jetindo Nagasakti Transekspress (J & T) Medan, Does Price have a positive and significant effect on Customer Satisfaction at PT. Jetindo Nagasakti Transekspress (J & T) Medan, as well as whether Price Quality Services have a positive and significant effect on Customer Satisfaction at PT. Jetindo Nagasakti Transekspress (J & T) Medan. The population in this study were all customers in the company which amounted to 436 people, with sampling being used in the amount of 81 people. The data analysis techniques used are Technical Data Analysis, Multiple Linear Regression Analysis Test, Classical Assumption Test and Hypothesis Test namely t Test (Partial), F Test (Simultaneous) and Determination Coefficient (R2). Based on the results of the study it can be obtained that the variables of Service Quality (X1) and Price (X2), affect the Customer Satisfaction variable (Y), PT. Jetindo Nagasakti Transekspress (J & T) Medan, with the results of the t test obtained results for Service Quality variables obtained by t count > t table (12.572 > 1,663) with a significance level of 0.00 > 0.05 and for the price variable t count > t table (4.778 > 1,663) with a significance level 0.00 > 0.05 can be concluded that the factors (Service Quality and Price) partially have a positive and significant effect on PT. Jetindo Nagasakti Transekspress (J & T) Medan and F test obtained F count > F table (90.978 > 3.11), with hypothesis Ho rejected and Ha accepted so that it can be concluded that Service Quality variable (X1) and Price variable (X2) simultaneously have a positive and significant effect on Customer Satisfaction (Y).