GAMBARAN DIMENSI KEPUASAN PELANGGAN PERUSAHAAN JASA EKSPEDISI SICEPAT

Intan Fazria Kusumah, Lili Adi Wibowo, Ridwan Purnama

Abstract


Purpose - The purpose of this study is to determine the effect of  Service Innovation  on Customer Satisfaction

Design / methodology / approach - This research was conducted in less than 1 year period, the research design is cross-sectional design. The method used is explanatory survey, and population 203 employees. The analysis technique used is descriptive, the questionnaire is used as a research instrument to collect data from respondents.

Findings - based on the results of the study using simple linear regression analysis, the result that there is a positive influence of service innovation on customer satisfaction.

Originality / value - this study provides a basis for find out the impact of service innovation on customer satisfaction.. The difference of this study with previous research is on the objects, variables, theories and the references.


Keywords


Service Innovation, customer satisfaction, expectation satisfaction, overall satisfaction,experience satisfaction.

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DOI: https://doi.org/10.17509/jbme.v3i1.14253

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