The Effect Of Corporate Image, Location, Price And Service Quality On Customer Satisfaction Of J&T Express Delivery Services

Didi Handoyo

Abstract


The existence of delivery service providers has a strategic role to improve the performance of the flow of goods from one region to another. The main role of the delivery service provider is as a means of transportation of goods from the place of origin of delivery to the destination. The role as a means of transportation of goods includes services in providing access to transportation of goods both within a short and long distances (outside the city). The quality of the delivery service provided is closely related to the satisfaction felt by the customer. The better the service quality delivery of goods, the higher the satisfaction felt by customers. The high level of satisfaction felt by customers will encourage customers to establish strong bonds with the company. This study aims to determine the effect of corporate image, location, price and service quality on customer satisfaction of J&T Express delivery services in Mojokerto. The population in this study are customers who use J&T Express services in Mojokerto with a sample of 100 respondents. Sampling using non-probability sampling technique. Data collection techniques with questionnaires. Data analysis using multiple linear regression analysis technique. The results of the analysis it was found that the corporate image variable has a positive and significant effect on customer satisfaction of J&T Express Delivery Services in Mojokerto. The location variable has a positive and significant effect on on customer satisfaction. The price variable has a positive and significant impact on customer satisfaction. The service quality variable has a positive and significant effect on customer satisfaction. The variables of corporate image, location, price, and service quality simultaneously have a significant effect on customer satisfaction of J&T Express Delivery Services in Mojokerto.

Keywords


Corporate Image, Location, Price, Service Quality, Consumer Satisfaction.

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DOI: https://doi.org/10.56348/mark.v1i1.29

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