The Effect Of Service Quality Towards Customer Satisfaction, The Case Study Of Jne Express Bandung

Fauzyah Fasya, Tjahjono Djatmiko

Abstract

Abstract
This research is quantitative research that addresses research objective through empirical assessments that
involve numerical measurement and analysis approaches. This research covered performance analysis of
JNE Express Bandung throughout service quality dimension. The eight dimensions are tangible, reliability,
responsiveness, assurance, empathy, effectiveness, access and scope of service. Population of this research are
customers of JNE Express Bandung, and the sample is 400 customers.
Keyword: Customer Satisfaction, Service Quality

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