Pengaruh Kualitas Pelayanan Dan Ketepatan Waktu Jasa Freight Forwarding Terhadap Kepuasan Pelanggan Pada PT Semoga Sukses Logistik

Abstract

This study aims to determine the effect of service quality and timeliness of freight forwarding
services on customer satisfaction. This study involved 30 respondents as research samples
selected based on nonprobability sampling technique, namely saturated sampling. According
to Sugiyono, saturated sampling is a sampling technique that is often used when all members
of the population are sampled; the total population is generally relatively small, i.e. less than
30 respondents. This study used a correlational quantitative approach. The data analysis
method used included validity test, reliability test, classical assumption test, multiple linear
analysis test, hypothesis test (t-test and f-test), and coefficient of determination test with the
help of SPSS version 26. The results showed that simultaneously service quality and
timeliness have a significant effect on customer satisfaction with a significance value of 0.36
> 0.05 and an Fcount value of 3.781 > Ftable 2.92. Simultaneously price and timeliness also
have a positive and significant effect on customer satisfaction with a value of 16%; the
remaining 84% is influenced by other factors not described in this study. This means that H0
is rejected and H3 is accepted