Saepuloh, Erik (2025) ANALISIS PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN E-COMMERCE PADA PT SATRIA ANTAR PRIMA EXPRES (TA.10.25.009). Diploma thesis, UNIVERSITAS LOGISTIK DAN BISNIS INTERNASIONAL.
Full text not available from this repository.Abstract
ABSTRAK Pertumbuhan e-commerce yang pesat di Indonesia menuntut layanan pengiriman yang cepat, andal, dan terjangkau. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan harga terhadap kepuasan konsumen PT Satria Antaran Prima Express (SAP Express) di Kota Bandung. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan desain deskriptif dan kausal. Data dikumpulkan melalui kuesioner yang disebarkan kepada 100 responden yang pernah menggunakan layanan SAP Express dalam enam bulan terakhir. Teknik analisis data menggunakan regresi linier berganda dengan bantuan IBM SPSS 25. Hasil penelitian menunjukkan bahwa baik kualitas layanan maupun harga berpengaruh positif dan signifikan terhadap kepuasan konsumen, baik secara parsial maupun simultan. Nilai koefisien determinasi (R²) sebesar 0,704 mengindikasikan bahwa 70,4% variasi kepuasan konsumen dapat dijelaskan oleh kualitas layanan dan harga. Temuan ini menggarisbawahi pentingnya peningkatan kualitas layanan dan penetapan harga yang kompetitif dalam membangun kepuasan pelanggan dalam sektor logistik e-commerce. Kata Kunci: Kualitas Layanan, Harga, Kepuasan Konsumen, E-Commerce, SAP Express, Regresi Linier Berganda vii ANALISIS PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN E-COMMERCE PADA PT SATRIA ANTARAN PRIMA EXPRESS (SAP EXPRESS) DI KOTA BANDUNG By: Erik Saepuloh ABSTRACT The rapid growth of e-commerce in Indonesia demands fast, reliable, and affordable delivery services. This study aims to analyze the influence of service quality and price on customer satisfaction at PT Satria Antaran Prima Express (SAP Express) in Bandung City. A quantitative approach was used with a descriptive and causal research design. Data were collected through questionnaires distributed to 100 respondents who had used SAP Express services within the last six months. The data analysis technique employed multiple linear regression using SPSS. The results show that both service quality and price have a positive and significant effect on customer satisfaction, both partially and simultaneously. The coefficient of determination (R²) of 0.704 indicates that 70.4% of the variation in customer satisfaction can be explained by service quality and price. These findings highlight the importance of improving service quality and offering competitive pricing in building customer satisfaction and loyalty in the e-commerce logistics sector. Keyword: Service Quality, Price, Customer Satisfaction, E-Commerce, SAP Express, Multiple Linear Regression
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > HF Commerce |
| Divisions: | Sekolah Vokasi > Logistik Niaga-EI D4 |
| Depositing User: | PKL SATU SATU |
| Date Deposited: | 22 Jul 2026 08:46 |
| Last Modified: | 22 Jul 2026 08:46 |
| URI: | http://eprints.ulbi.ac.id/id/eprint/4150 |
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