PENGARUH KUALITAS JASA TERHADAP KEPUASAN PELANGGAN PADA PT KERTA GAYA PUSAKA CABANG BANJARMASIN

Abstract

Kerta Gaya Pusaka company Banjarmasin branch that moved in expedition service on Kamboja Street No. 10 Banjarmasin. The purpose of this research was to know how big the influence of service quality such as fluency, respect, warranty, attention and the real evidence significantly influence and to know the dominant factors that significantly influence towards customer satisfaction in Kerta Gaya Pusaka expedition company Banjarmasin branch. Technique of data analysis was double linier analysis. Based on the result of this research, showed that fluency, respect, warranty, attention and the real evidence simultantly influence towards customer satisfaction in Kerta Gaya Pusaka expedition company Banjarmasin branch. In the other hand, the most dominant that significantly influence towards customer satisfaction in Kerta Gaya Pusaka expedition company Banjarmasin branch was the real evidence factor with the customer satisfaction with number of partial correlation (r²) = 46,3%. In general, the execution of fluency, respect, warranty, attention and the real evidence variables by Kerta Gaya Pusaka expedition company Banjarmasin branch was good enough, but it’s better if the company can keep and increase their customer satisfaction and also repair their service quality so they will become more loyal to the company, looking towards the strict competition on expedition companies in Banjarmasin.