Publication
Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Sicepat Bangkinang
Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Sicepat Bangkinang
Sicepat is one of the major online-supported courier and logistics companies that are widely spread in Indonesia,
serving Express delivery, as well as distribution in Indonesia. With good service quality in a service company, it
will create satisfaction for its customers. After consumers are satisfied with the product or service they receive,
consumers will compare the services provided. Service quality can affect consumer satisfaction and then have an
impact on trust, and also consumer satisfaction can lead to consumer loyalty. The number of samples in this
study were 100 Sicepat customers in Bangkinang. The data collection technique used a questionnaire with a total
of 10 items for the service quality variable and 10 items for the customer satisfaction variable. The research
method uses quantitative research methods using simple linear regression analysis techniques. Based on the
results of the study, it can be concluded that service quality has a significant effect on customer satisfaction at
Sicepat Bangkinang with a value of tcount > ttable or 4.917 > 1.66055 and a significant value of 0.000 <0.05. If
the service quality variable 'increases' by 1 unit constant by 25,414 then customer satisfaction will also 'increase'
by 0.340. The influence of service quality on Sicepat Bangkinang's customer satisfaction is 19.8%.