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All Journal MIMBAR (Jurnal Sosial dan Pembangunan) Jurnal Ilmiah Mahasiswa Ekonomi Manajemen Jurnal Mitra Manajemen Journal of Economic, Bussines and Accounting (COSTING) Etika Demokrasi Journal of Humanities and Social Studies Almana : Jurnal Manajemen dan Bisnis Jurnal Samudra Ekonomi dan Bisnis Jurnal Pengabdian Dharma Laksana Mega Aktiva: Jurnal Ekonomi dan Manajemen Jurnal Ilmiah Edunomika (JIE) Jurnal Riset Bisnis dan Manajemen Jurnal SAINTIKOM (Jurnal Sains Manajemen Informatika dan Komputer) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) eProceedings of Management
Achmad Manshur Ali Suyanto
Universitas Telkom
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Journal : Mega Aktiva: Jurnal Ekonomi dan Manajemen

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ANALISIS KOMPARATIF KUALITAS PELAYANAN PADA JASA PENGIRIMAN JNE EXPRESS DAN J&T EXPRESS DI INDONESIA Nabila Nugraheni; AMA Suyanto
Mega Aktiva Vol 10, No 1 (2021): April
Publisher : Universitas Muhammadiyah Kendari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32833/majem.v10i1.145

Abstract

The growth of delivery services sector in Indonesia continues to grow every year. JNE Express and J&T Express are two major delivery services companies in Indonesia. To be able to survive in the intense competition of delivery service companies, companies need to implement the best service quality to consumers. Delivery services that have good service quality will certainly be more attract to consumers. This study is a comparative analysis which aims to describe the differences in service quality of JNE Express and J&T Express. The data in this study used primary data collected through questionnaires to 400 respondents. Research instrument used is five dimensions of service quality based on SERVQUAL Model and used Mann Whitney U-Test for data analysis technique. The results of descriptive analysis shows that service quality of J&T Express gets higher average than JNE Express. Based on the results of Mann Whitney U-Test shows that there are differences in reliability, responsiveness, and assurance dimensions. But, there are no difference in tangible and empathy dimensions. It can be concluded that there are differences in the service quality of JNE Express and J&T Express delivery service in Indonesia.
Co-Authors Cut Gebrina Rizky Della Charina Elly Suryani Ersya Arlanti Farhan Faturrachman Indra Farida Titik Kristanti Fitri Hasnah Gita Ayu Rizkiani Suranto Gita Nurul Rahmadini Ifa Nadhifah Syah Putri Irham Athhar Vieri Lili Winda Sari Maria Chyntia Chrystiantari Muhamad Sadad Alfajari Saputra Muhammad Dwi Sa`di Nabila Nugraheni Nurvita Trianasari Olvia Fitri Dwi Puspita Sari Pelade Viora Raden Desvan Arya Megantara Rahmadini, Gita Nurul Rania Femi Salsabila Runik Machfiroh Sri Rahayu Syadza Nadhirah Salsabila Tamara Yutika Budiarti Triani Narita