Pengaruh Perception of Service Quality terhadap Customer Satisfaction pada Layanan Ekspedisi

Lie, Mechel (2022) Pengaruh Perception of Service Quality terhadap Customer Satisfaction pada Layanan Ekspedisi. Bachelor Thesis thesis, Universitas Multimedia Nusantara.

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Abstract

Persaingan penyedia layanan jasa kurir semakin meningkat, sehingga kualitas pelayanan menjadi hal penting yang patut mendapat perhatian khusus. Kualitas jasa atau service quality pada sebuah perusahaan ekspedisi merupakan salah satu aspek penting yang harus diperhatikan. Peningkatan penggunaan layanan ekspedisi yang signifikan oleh pelanggan harus tetap dipertahankan. Perusahaan harus memberikan perhatian khusus agar pelanggan tetap menggunakan layanan yang diberikan dengan cara memperhatikan faktor seperti kualitas jasa atau service quality agar pelanggan merasa puas dengan layanan yang diberikan. Tujuan penelitian ini adalah untuk mengetahui pengaruh antara perception of personnel contact quality, perception of timeliness, perception of order condition, perception of the order discrepancy handling, perception of operational information sharing terhadap kepuasan pelanggan. Penelitian ini menggunakan metode kuantitatif dan kuesioner didistribusikan sebagai alat pengumpulan data penelitian ini. Kesimpulan pada penelitian ini adalah perception of personnel contact quality, perception of timeliness, perception of order condition, perception of order discrepancy handling, perception of operational information sharing berpengaruh terhadap customer satisfaction.

Item Type:	Thesis (Bachelor Thesis)
Keywords:	Operational Information Sharing, Order Condition, Order Discrepancy Handling, Personnel Contact Quality, Timeliness, Kepuasan Pelanggan
Subjects:	100 Philosophy and Psychology > 150 Psychology > 152 Sensory perception, movement, emotions, and physiological drives 600 Technology (Applied Sciences) > 650 Management and Public Relations > 651 Office Services 600 Technology (Applied Sciences) > 650 Management and Public Relations > 658 General management (Risk Management, Profit and Loss, Logistics) > 658.4 Executive Management > 658.4013 Control and Quality Management
Divisions:	Faculty of Business > Management
SWORD Depositor:	Administrator UMN Library
Depositing User:	Administrator UMN Library
Date Deposited:	06 Dec 2022 01:16
Last Modified:	27 Jun 2023 02:10
URI:	https://kc.umn.ac.id/id/eprint/20372

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