Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Jasa ID Express Kota Lhokseumawe

Abstract

Competition from shipping companies is tight, encouraging shipping companies to provide satisfaction to consumers. Shipping prices and service quality are factors considered by consumers in choosing courier services. Relatively cheap shipping prices are affordable to consumers and competitive, as well as service quality related to the company's reliability in promising timely delivery estimates that are sent to consumers. This study aims to analyze the effect of price and service quality on consumer satisfaction at ID Express services in Lhokseumawe City. The sampling technique used was random sampling method, the number of samples used was 100 respondents. Data were analyzed using multiple linear regression analysis which was processed using SPS software. The data collection technique used a questionnaire. The results showed that shipping prices did not have a significant effect on customer satisfaction while service quality had a significant effect on customer satisfaction at ID Express Services in Lhokseumawe City.

Keywords: Price, Service Quality, Consumer Satisfaction