PENGARUH KUALITAS PELAYANAN, HARGA, DAN PROMOSI TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN BARANG DI JASA PENGIRIMAN BARANG PT. TITIPAN ILLAHI TRANS

Abstract

This study aims to analyze the effect of service quality, price and promotion on customer satisfaction in freight forwarding services at Jasa pengiriman barang PT. Titipan Illahi Trans. The sample of this research is 100 customer respondents at Jasa pengiriman barang PT. Titipan Illahi Trans. Sources of data used in this study are primary and secondary data. Data were analyzed using path analysis assisted by SPSS for Windows version 25. Data collection methods in this study used observation, documentation and questionnaires with a likert scale. The data analysis technique used is multiple linear regression analysis. The result of statistical analysis shows that service quality and price affect customer satisfaction at Jasa pengiriman barang PT. Titipan Illahi Trans deposit is 85.5%, based on hypothesis testing with F and T test  results, it can be concluded that service quality, price and promotion simultaneously (together) and have a significant effect on customer satisfaction with the F test value of 293.361 and sig 0.001 and the quality variable service (X1) has a partial and significant positive effect on customer satisfaction (Y) with a t-test value of 9.222 and sig. 0.000, the price variable (X2) has a significant positive effect on the customer satisfaction variable (Y) with a t-test value of 4.305 and sig. 0.000 and the promotion variable (X3) has a significant positive effect on the customer satisfaction variable (Y) with a t-test value of 1.889 and sig. 0.019  at PT. Tititpan Illahi Trans.