PENGARUH LOGISTICS SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION CAT EMCO PT SATRIAKARYA ADIYUDHA (PT SKAY)

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Abstract


Penelitian ini dilakukan untuk mengetahui pengaruh logistics service quality terhadap customer satisfaction cat Emco PT Satriakarya Adiyudha (PT SKAY). Untuk mengukur kepuasan pelanggan maka dipergunakan logistics service quality terutama pada 7 dimensi yaitu order release quantities, information quality, ordering procedures, order accuracy, order condition, order discrepancy handling dan timeliness. Pada penelitian kausal ini digunakan pendekatan penelitian kuantitatif dengan membagikan kuesioner kepada 100 responden yang merupakan toko bahan bangunan pelanggan cat Emco di PT SKAY. Teknik analisis data yang digunakan adalah analisis regresi linear berganda. Hasil penelitian menunjukkan bahwa variabel logistics service quality berpengaruh terhadap customer satisfaction dan dimensi logistics service quality yang berpengaruh paling dominan terhadap customer satisfaction adalah ordering procedures

Keywords


Logistics Service Quality, Customer Satisfaction, B2B, Logistik

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References


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