ANALYSIS OF THE EFFECT OF SERVICE QUALITY DURING THE COVID-19 PANDEMIC TOWARDS CUSTOMER SATISFACTION OF PT WAHANA PRESTASI LOGISTIK IN DKI JAKARTA AREA

Alif Alfarisi, Alfan Siddarama Zain, Endang Wahyuni, Sarra Husnul Khotimah

Abstract


This research aims to determine the effect of service quality during the COVID-19 pandemic on customer satisfaction of PT Wahana Prestasi Logistik in the DKI Jakarta area. The sample of this study uses a saturated sampling of 150 customers who use the services of PT Wahana Prestasi Logistik. This study uses primary data with data collection methods through questionnaires distributed to service users of PT Wahana Prestasi Logistik. Data analysis technique used are simple linear regression analysis, correlation coefficient, coefficient of determination, and Statistical Product and Service Solution (SPSS) version 26.0 and t-test. The results showed that the quality of service provided by PT Wahana Prestasi Logistik during the COVID-19 pandemic had a positive and significant effect on customer satisfaction with a path coefficient value of 0.712 and a significant t of 0.000.


Keywords


Service Quality, Customer Satisfaction

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DOI: https://doi.org/10.25292/atlr.v4i0.407

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Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

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