PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi pada Pelanggan JNE EXPRESS Cabang Utama Malang)

JNE is the largest online courier and logistics company that is widely supported in Indonesia, serving express delivery, customs handling, and distribusion in Indonesia. This study was conducted to determine the significant effect of service quality dimension on customer satisfaction in JNE Express in Malang city. Data analysis method used is multiple linear regression analysis using SPSS 15.00 for Windows Software. The results showed that the independent variables of tangible, reliability, responsiveness, assurance, and empathy had a positive effect on JNE customer satisfaction. 66.2% of tangible, reliability, responsiveness, assurance, and empathy can explain customer satisfaction variables, while 33.8% are influenced by other variables not included in this study. Moreover, the most dominant variable with the greatest contribution is the reliability