THE EFFECT OF TANGIBLES, RESPONSIVENESS, AND RELIABILITY ON CUSTOMER SATISFACTION OF DELIVERY SERVICES

Ngaliman; Mika Giofani Eka J.; SUHARTO (2019) The Effect Of Tangibles, Responsiveness, And Reliability On Customer Satisfaction Of Delivery Services

Ssrg International Journal Of Economics And Management Studies (ssrg-ijems), 6(5); 86-92.


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ABSTRAK

Abstract

The purpose of this study was to determine the effect of latent tangible variables, responsiveness, and reliability on consumer satisfaction. The sampling technique uses accidental sampling and uses the binomial proportion formula and obtained a sample of 70 respondents. Instrument requirements include validity and reliability testing. Test requirements analysis using liliefors normality, homogeneity, linearity and regression significance. The data analysis using SEM (Structural Equation Modeling). The results of the study found that tangibles have no direct effect towards consumer satisfaction, responsiveness has a direct effect on consumer satisfaction, reliability, and has a direct effect on consumer satisfaction, tangibles do not have a direct effect on reliability, and responsiveness has a direct effect on reliability.

Keywords: tangibles, responsiveness, reliability, customer satisfaction.


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