Open AccessEffect Analysis of the Service Quality on Customer Satisfaction at PT. Bee Logistics Transworld Surabaya
Author(s) -
Andira Puspita Fajarini
Publication year - 2019
Publication title -
journal of world conference
Language(s) - English
Resource type - Journals
ISSN - 2656-1174
DOI - 10.29138/prd.v1i1.22
Subject(s) - customer satisfaction , service quality , nonprobability sampling , empathy , business , reliability (semiconductor) , variables , population , regression analysis , marketing , service (business) , data collection , variable (mathematics) , advertising , psychology , statistics , mathematics , medicine , social psychology , power (physics) , physics , environmental health , quantum mechanics , mathematical analysis
PT. Bee Logistics Transworld has service quality that each variable can influence customer satisfaction such as Tangible, Reliability, Responsiveness, Assurance and Empathy. This study aims to determine the effect of Service Quality on Customer Satisfaction. The population of this research is customers of PT. Bee Transworld Logistics Surabaya. Samples of 100 respondents were taken using purposive sampling technique and methods of data collection using questionnaires. Analysis of the data used is multiple linear regression analysis. The results of this study indicate that the Tangible variable (physical evidence) significantly influences the variable customer satisfaction. While the Reliability, Responsiveness, Assurance, and Empathy variables do not significantly influence the customer satisfaction variable.