Analisis Kualitas Pelayanan terhadap Kepuasan Konsumen Pengguna Jasa Pengiriman (Studi Kasus pada PT. JNE di Surakarta)

This study aims to influence the dimensions of service quality on customer satisfaction. The study is carried out on consumers of service users of PT. JNE. Samples taken in the study were 100 respondents who became consumers of PT. The JNE. The analytical method used is multiple linear regression analysis. Based on the results of the analysis found it can be explained that the dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) have a positive and significant influence on customer satisfaction