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Jumriani Jumriani
Universitas Sembilanbelas November Kolaka
Economics, Econometrics & Finance Engineering

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Pengaruh Penanganan Komplain dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada pengguna J&T di Kabupaten Kolaka Utara Jumriani Jumriani; Fitri Kumalasari; Almansyah Rundu Wonua
Jurnal Ekonomi dan Bisnis Digital Vol. 1 No. 2 (2023): Oktober - Desember
Publisher : CV. ITTC INDONESIA

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Abstract

This research aims to determine (1) the effect of complaint handling on customer satisfaction among J&T users in North Kolaka Regency. (2) the influence of service quality on customer satisfaction among J&T users in North Kolaka Regency. The sample in this study amounted to 110 respondents using a sampling technique, namely accidental sampling. Research instrument testing uses validity and reliability tests with SPSS 22.0. The research data analysis technique uses the Structural Equatio Modeling (SEM-PLS) method with SmartPLS 4.0. Based on the results of this research, it can be seen that the complaint handling variable has a positive and significant effect on customer satisfaction as indicated by a T-Statistic value of 3,493 and a P-Value of 0.000, the service quality variable has a positive and significant effect on customer satisfaction as indicated by the T-Statistic value of 4.125 and P-Values ​​of 0.000.
Co-Authors Almansyah Rundu Wonua Fitri Kumalasari