RESPON KONSUMEN TENTANG KUALITAS PELAYANAN, PENERIMAAN TEKNOLOGI “TRACKING SYSTEM” DAN HARGA PADA INDUSTRI JASA PENGIRIMAN
DOI:
https://doi.org/10.32812/jibeka.v13i2.146Keywords:
Jasa Pengiriman, Kepuasan Konsumen, J&T, Karyawan LogistikAbstract
Perkembangan teknologi e-commerce memberikan dampak positif bagi dunia jasa pengiriman. Industri jasa pengiriman saat ini berlomba untuk memberikan pengalaman terbaik kepada konsumen mereka. Penelitian ini bertujuan untuk memberikan gambaran secara deskriptif mengenai faktor-faktor kualitas pelayanan, penggunaan teknologi, dan harga yang ditawarkan oleh perusahaan jasa pengiriman J&T. J&T tergolong industri jasa pengiriman yang baru bersaing di kancah pasar jasa pengiriman di Indonesia. Analisis statistik deskriptif digunakan dalam penelitian ini dengan menggunakan instrumen kuesioner yang disertai dengan wawancara dan observasi lapangan. Jumlah sampel pada penelitian ini sebesar 350 responden yang dibagi menurut kecamatan yang ada di Kota Pangkalpinang dengan menggunakan teknik quota sampling. Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki kategori sedang yang berarti kepuasan konsumen sudah cukup baik. Sedangkan penerimaan teknologi dan harga atau tarif masuk dalam kategori tinggi, dimana konsumen sudah puas dengan hal tersebut. Kualitas pelayanan yang diberikan J&T Kota Pangkalpinang masih belum baik dikarenakan permasalahan kurangnya tenaga kerja baik dari posisi front office maupun kurir pengantar.
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