Record Detail Back
THE ANALYSIS OF PT. TIKI JALUR NUGRAHA EKAKURIR IN MAINTAINING SERVICE QUALITY AND CUSTOMER SATISFACTION ON CONSUMER’S LOYALTY INTERESTS DURING COVID-19 PANDEMIC
- Share to:
The growth of the freight forwarding service industry in Indonesia and in the world
has been experiencing a rapid growth, which is triggered by the online trading
industry. To support the online buying and selling industry, reliable freight
forwarding services are needed at an affordable cost. The object of this research is
the company PT. Jalur Nugraha Ekakurir (JNE) route, which is a company engaged
in the delivery of goods. As a freight forwarder, JNE must maintain service quality
and customer's satisfaction with customer' interest in the COVID-19 pandemic
situation. This study aims to determine the level of service quality and customer's
satisfaction of JNE toward consumer's loyalty interest by using the Servqual method.
This study involved 150 individual customers from JNE companies throughout
Indonesia. The research method used was by distributing questionnaires to
respondents who are Indonesian people. The results show that the average
satisfaction level of JNE customers was 94.39% in 2019 and was 99.07% in 2020.
from the 5 dimensions of Servqual, in 2020, the responsiveness factor reached the
highest satisfaction value, while the aspect that had the lowest satisfaction value was
reliability. Based on the IPA matrix, it shows that this factor is also a priority aspect
to improve the quality of its services. Meanwhile, the responsiveness factor is
considered by customers as an important factor because it has increased the speed of
delivery performance during this pandemic and in this case, JNE has been able to
satisfy its customers.
Figo Fadhilla Azis - Personal Name
Wynd Rizaldy - Personal Name
Arief Teguh Fulianto - Personal Name
Agus Setiawan - Personal Name
Wynd Rizaldy - Personal Name
Arief Teguh Fulianto - Personal Name
Agus Setiawan - Personal Name
2622-5778
NONE
electronic file
English
ITL Trisakti
Jakarta
LOADING LIST...
LOADING LIST...