PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASA PENGIRIMAN BARANG
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Adrian K Tarigan
Diana Florenta Butar-Butar
Ben Setiawan
Hendri Mayanta Tarigan
Jopinus Saragih
Artikel ini adalah hasil penelitian Studi Pustaka (Library Rescarch), yang berjudul “Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Menggunakan Jasa Pengiriman Barang”. Penelitian ini bertujuan untuk menjawab tiga permasalahan yaitu : 1. Apakah harga berpengaruh signifikan terhadap kepuasan konsumen menggunakan jasa pengiriman barang?. 2. Apakah kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen menggunakan jasa pengiriman barang?. 3. Apakah harga dan kualitas pelayanan berpengaruh signifikan secara bersama-sama terhadap kepuasan konsumen menggunakan jasa pengiriman barang?.Metode penelitian yang digunakan adalah Penelitian Kepustakaan dengan menggunakan metode historis dengan harapan agar penyusun dapat menggungkapkan tentang pengaruh harga dan kualitas pelayanan terhadap kepuasan konsumen menggunakan jasa pengiriman barang. Pengumpulan data dilakukan dengan menggunakan beberapa sumber dan mengeksploitasi buku-buku, dokumen, internet dan sumber-sumber lain yang relevan.Penelitian tersebut dianalisis dengan menggunakan metode analisis anotasi bibliografi (annontated bibliography). Hasil penelitian menunjukan bahwa harga memiliki pengaruh signifikan terhadap kepuasan konsumen menggunakan jasa pengiriman barang. Kualitas pelayanan juga memiliki pengaruh yang signifikan terhadap kepuasan konsumen menggunakan jasa pengiriman barang. Secara bersama-sama harga dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen menggunakan jasa pengiriman barang. Diantara dua variabel independen tersebut ada satu variabel yang paling dominan mempengaruhi kepuasan konsumen yaitu variabel harga.
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