PENGARUH KUALITAS LAYANAN LOGISTIK PT.JNE TERHADAP KEPUASAN PELANGGAN DI DAERAH KHUSUS IBUKOTA JAKARTA

KEISHA YUDHISTIRA, . (2026) PENGARUH KUALITAS LAYANAN LOGISTIK PT.JNE TERHADAP KEPUASAN PELANGGAN DI DAERAH KHUSUS IBUKOTA JAKARTA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

	Text COVER.pdf Download (954kB)
	Text BAB I.pdf Download (627kB)
	Text BAB II.pdf Restricted to Registered users only Download (402kB) | Request a copy
	Text BAB III.pdf Restricted to Registered users only Download (637kB) | Request a copy
	Text BAB IV.pdf Restricted to Registered users only Download (442kB) | Request a copy
	Text BAB V.pdf Restricted to Registered users only Download (335kB) | Request a copy
	Text DAFTAR PUSTAKA.pdf Download (354kB)
	Text DAFTAR LAMPIRAN.pdf Restricted to Registered users only Download (1MB) | Request a copy

Abstract

Dinamika persaingan bisnis logistik yang kian kompetitif mewajibkan setiap entitas perusahaan untuk memprioritaskan mutu pelayanannya demi menjaga loyalitas dan kepuasan konsumen. PT Jalur Nugraha Ekakurir (JNE) selaku salah satu pelaku industri ekspedisi tengah menemui hambatan berupa minimnya kepuasan pengguna, sebagaimana diindikasikan oleh buruknya rating aplikasi mereka di platform App Store. Kajian ini dilaksanakan dengan tujuan mengevaluasi sejauh mana dampak mutu layanan logistik JNE terhadap derajat kepuasan konsumen, sekaligus memetakan indikator layanan mana yang memberikan implikasi paling dominan. Desain riset yang diaplikasikan berjenis kuantitatif dengan teknik analisis regresi linier berganda. Penarikan sampel mengandalkan metode purposive sampling yang melibatkan 112 responden berdomisili di DKI Jakarta. Kriteria sampel mencakup individu yang pernah memakai layanan JNE pada rentang waktu 2025 hingga 2026 serta menuntaskan pengisian instrumen kuesioner. Berdasarkan luaran pengujian, mutu jasa logistik secara serempak memberikan imbas positif serta signifikan pada kepuasan pelanggan (F = 33,284; p = 0,000). Adapun besaran koefisien determinasi (R²) mencapai 0,655, yang bermakna bahwa 65,5% fluktuasi tingkat kepuasan mampu diuraikan oleh variabel kualitas layanan logistik. Secara parsial, aspek Ketepatan Waktu Pengiriman, Keutuhan Fisik Paket, serta Kemudahan Akses terkonfirmasi membawa efek positif dan bermakna terhadap kepuasan pengguna. Sebaliknya, indikator Kemudahan Pelacakan, Keandalan Operasional, dan Daya Tanggap Layanan Pelanggan tidak memperlihatkan pengaruh yang berarti. Kesimpulan dari studi ini menegaskan bahwa tingkat aksesibilitas layanan JNE baik lewat ketersediaan agen maupun platform digital menjadi determinan terpenting yang menentukan kepuasan pelanggan di kawasan DKI Jakarta. ***** The increasingly competitive dynamics of the logistics industry require every company to prioritize service quality in order to maintain customer loyalty and satisfaction. PT Jalur Nugraha Ekakurir (JNE), as one of the players in the shipping industry, is currently facing challenges in the form of low user satisfaction, as indicated by the poor ratings of its app on the App Store. This study was conducted to evaluate the extent to which the quality of JNE’s logistics services impacts customer satisfaction levels, while also identifying which service indicators have the most significant impact. The research design employed a quantitative approach using multiple linear regression analysis. Sampling relied on a purposive sampling method involving 112 respondents residing in DKI Jakarta. The sample criteria included individuals who had used JNE’s services between 2025 and 2026 and had completed the questionnaire. Based on the test results, logistics service quality had a simultaneous, positive, and significant impact on customer satisfaction (F = 33.284; p = 0.000). The coefficient of determination (R²) reached 0.655, meaning that 65.5% of the variation in satisfaction levels can be explained by the logistics service quality variable. Partially, the aspects of Delivery Timeliness, Physical Integrity of Packages, and Ease of Access were confirmed to have a positive and significant effect on user satisfaction. Conversely, the indicators of Ease of Tracking, Operational Reliability, and Customer Service Responsiveness did not show a significant influence. The conclusion of this study confirms that the level of accessibility of JNE services—whether through the availability of agents or digital platforms—is the most important determinant of customer satisfaction in the DKI Jakarta area.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Ir.Nur Azisah, S.T., M.T; 2). Prof. Dr. Henita Rahmayanti, M.Si.
Subjects:	Ilmu Sosial > Perdagangan, e-commerce Manajemen > Perilaku Konsumen
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Keisha Yudhistira .
Date Deposited:	14 Aug 2026 08:38
Last Modified:	14 Aug 2026 08:38
URI:	http://repository.unj.ac.id/id/eprint/71023

Actions (login required)

View Item