Acman: Accounting and Management Journal
Vol. 2 No. 1 (2022): Acman: Accounting and Management Journal

Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Konsumen: Studi pada perusahaan jasa pengiriman di Kota Bandung

Tika Aswati (STIE Pasundan, Bandung)
Anton Tirta Komara (Unknown)
Rd. Okky Satria (STIE Pasundan, Bandung)
Nita Yura Roslina (STIE Pasundan, Bandung)

Article Info

Publish Date
25 Feb 2022

Abstract

This study aims to determine the magnitude of the influence of service quality and corporate image on customer satisfaction at one of the delivery service companies in the city of Bandung. Respondents are customers who use delivery services as many as 90 customers. Researchers used path analysis techniques to determine the magnitude of the influence of service quality and corporate image on customer satisfaction. The calculation results show a significant effect of service quality and company image on customer satisfaction. Recommendations from the study results suggest that optimizing consumer satisfaction felt by consumers should make consumers loyal to shipping service products so that consumers are reluctant to switch to using other shipping service products. Furthermore, with service improvements that make consumers loyal, consumers will likely be willing to pay more for the services they feel.

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Journal Info
Acman: Accounting and Management Journal
Website

Abbrev

aj

Publisher

Sekolah Tinggi Ilmu Ekonomi Pasundan Bandung

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Library & Information Science

Description

Topic related to these field can be Accounting and Management, entrepreneurship, finance and financial services, human resource management, marketing, industrial relations, insurance, intellectual property management, international business, logistics, management information systems, management and ...