Skripsi

PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN BARANG J&T EXPRESS DI KOTA PALEMBANG

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Penilaian

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This study aims to determine the Effect of Service Recovery on Customer Satisfaction on J&T Express Freight Forwarding Services in Palembang City, either partially or simultaneously. This type of research is quantitative research. The population in this study is the people of Palembang City who use J&T Express freight forwarding services at least 2 times and have complained. The sample taken in this study were 100 respondents using the Non-Probability Sampling technique with the Purposive Sampling method. The data collection instrument used a questionnaire that was assessed with a Semantic Differential Scale and was tested using the SPSS Statistics 26 program. The results of this study indicate that the Service Recovery variables that partially have a significant effect on Customer Satisfaction are the Distributive Justice and Interactional Justice variables. Service Recovery partially significant effect on Customer Satisfaction. Interactional Justice variable is a variable that has a dominant influence on customer satisfaction.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2107004411	T57889	T578892021	Central Library (Reference)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T578892021

Publisher

Inderalaya : Prodi Manajemen, Fakultas Ekonomi Universitas Sriwijaya., 2021

Collation

xviii, 71 hlm.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

658.807

Content Type

tactile text

Media Type

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Carrier Type

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Edition

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Subject(s)

Ekonomi Manajemen.
Manajemen Kepuasan Pelanggan

Specific Detail Info

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Statement of Responsibility

MI

Other version/related

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