Authors:

Mella Azhar Nisrina, Asep M. Ramdan, Faizal Mulia Z

Abstract:

“The purpose of this study is measure the influence of emotional value and quality of service on customer satisfaction in expedition service companies. The method used in this study is the use the type of sampling includes in the random sampling sample by distributing 206 questionnaires to consumers. The analysis technique using multiple linear regression analysis techniques, including test coefficient of determination, multiple correlation coefficient, simultaneous test (F test), and partial test (t test). The results of the test coefficient of determination seen from the value (adjusted R2) of 0.854 can be interpreted that the effect of Emotional Value and Service Quality on consumer satisfaction is 85.7%. The remaining 14.6% is influenced by other factors not explained in this study. Based on the multiple correlation coefficient test seen from the R value of 0.925, it shows that there is a very strong relationship between emotional value and service quality with customer satisfaction. Based on the F test the probability value sig. 0.00 <0.05, which means that together Emotional Value (X1) and Service Quality (X2) have a significant effect on customer satisfaction (Y). Based on the t test shows that Emotional Value (X1) does not have a significant effect on customer satisfaction (Y), Service Quality (X2) has a significant effect on customer satisfaction (Y).”

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PDF:

https://jurnal.harianregional.com/eeb/full-46497

Published

2019-06-20

How To Cite

NISRINA, Mella Azhar; RAMDAN, Asep M.; MULIA Z, Faizal. KEKUATAN NILAI EMOSIONAL DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PERUSAHAAN JASA EKSPEDISI.E-Jurnal Ekonomi dan Bisnis Universitas Udayana, [S.l.], p. 537-549, june 2019. ISSN 2337-3067. Available at: https://ojs.unud.ac.id/index.php/EEB/article/view/46497. Date accessed: 08 Jul. 2024. doi:https://doi.org/10.24843/EEB.2019.v08.i06.p01.

Citation Format

ABNT, APA, BibTeX, CBE, EndNote - EndNote format (Macintosh & Windows), MLA, ProCite - RIS format (Macintosh & Windows), RefWorks, Reference Manager - RIS format (Windows only), Turabian

Issue

VOLUME.08.NO.06.TAHUN 2019

Section

Articles

Creative Commons License This work is licensed under a Creative Commons Attribution 4.0 International License