Comparisonal Analysis Of Customer Satisfaction Towards JNE And J&T Package Delivery Services, Makale City, Tana Toraja Regency

Authors

  • Chrismesi Pagiu Indonesian Christian University Toraja
  • Rati Pundissing Indonesian Christian University Toraja

DOI:

https://doi.org/10.55606/iceb.v1i2.116

Keywords:

Customer Satisfaction, Service, Customer Satisfaction Index

Abstract

The purpose of this research is to compare customer satisfaction with package delivery services at JNE and J&T Makale City in Tana Toraja Regency. This research utilizes a descriptive quantitative research method. A questionnaire was issued to consumers of JNE and J&T as part of the data collection technique. There were a total of 1,085 participants in this research, including 300 JNE customers and 785 J&T customers. Using the Slovin formula, the researchers drew the same number of samples from the whole population in each site, up to 75 people. The Customer Satisfaction Index (CSI) was used for data analysis in order to calculate the expected level of product or service qualities based on an analysis of total customer satisfaction. The results showed that J&T consumers were more satisfied with the delivery services than JNE customers,  Therefore, the trustworthiness of the services offered by the Makale City JNT must be enhanced, J&T must increase the service quality in terms of assurances and physical evidence, as well as their responsiveness and sensitivity.

References

Duwi Budianto (2013) Analysis of Consumer Satisfaction with Service Quality and Product Prices Using the Customer Satisfaction Index (Csi) Method and Importance Performance Analysis (IPA) (Case Study: Garuda Pekanbaru Minimarket). Thesis. Sultan Syarif Kasim State Islamic University Pekanbaru.

Fandy, Tjiptono (2004). Service Management, First Edition, Yogyakarta, Andi Offset.(2011) . Service Management Realizes Excellent Service. 2nd Edition. Yogyakarta: Andi.

Freddy, Rangkuti (2006). Measuring Techniques and Strategies to Increase Customer Satisfaction. Jakarta : Publisher PT Gramedia Pustaka Utama.

Ihsani, D.W. (2005). Analysis of Consumer Satisfaction with Tourism Attributes of Cangkuang Garut, West Java. Thesis. IPB. Bogor

Kotler, Philip (2000). Principles of Marketing Management, Jakarta : Prenhalindo.

Lovelock, Christoper, Jochen Wirtz,Jacky Mussri (2010). Marketing Services, People, Technology, Strategy Indonesian Perspective. 7th Edition Erlangga.Jakarta

Prihandoyo, C. (2019). The Effect of Service Quality on Customer Satisfaction of JNE Balikpapan Branch. Journal of Geoeconomics, University of Balikpapan

Sugiyono. 2009. Business Research Methods. Bandung Alphabet 2012. Qualitative Quantitative Methods And R &D, Alfabeta, Bandung

Yuniarti, F., S, I. B., & Wulandari, G. A. (2019). The Influence of Trust and Qua ityServices To Customer Loyalty Delivery Service Users Packages On PT. JNE Express Jember Branch with Satisfaction As Variabe Intervening. e-journal Business Economics and Accounting. Volume VI (1)

http://covid19.tanatorajakab.go.id/update-data-monitoring-penanganan-covid-19-kabpaten-tana-toraja-per-tanggal-21-apr. Update on Monitoring Data for Handling Covid-19 in Tana Toraja Regency as of April 21, 2021 ( accessed June 6 ,202

Downloads

Published

2022-10-17

How to Cite

Chrismesi Pagiu, & Rati Pundissing. (2022). Comparisonal Analysis Of Customer Satisfaction Towards JNE And J&T Package Delivery Services, Makale City, Tana Toraja Regency. Proceeding of The International Conference on Economics and Business, 1(2), 100–114. https://doi.org/10.55606/iceb.v1i2.116

Similar Articles

<< < 1 2 3 > >> 

You may also start an advanced similarity search for this article.