PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN (Studi Pada Pelanggan J&T Ekspress Cabang Kampung Malang Surabaya)

The research objective is to examine the effect of service quality and price on customer satisfaction on J & T Ekspress Surabaya customers. This study uses multiple linear regression analysis on 150 respondents who have been determined using incidental sampling technique as a sampling method using questionnaires for data collection. The results showed that partially service quality had a significant influence on customer satisfaction and prices also had a significant effect on customer satisfaction. Service quality has a greater value than price, so the quality of service has the biggest influence on customer satisfaction at the J & T Ekspress poor village branch in Surabaya