KEPUASAN PELANGGAN DITINJAU DARI KUALITAS PELAYANAN DAN TARIF PENGIRIMAN (STUDI PELANGGAN SI CEPAT EXPRESS GAYAM SUKOHARJO)

The study aims to determine whwther the quality of servie and shipping rates affect customer satisfction. The type of research used is using quantitaitive methods. The population in this study were all customers of Si Cepat Express Gayam Sukoharjo, totaling 985 people in the period February 2022 – April 2022. The sample used in the study was 100 respondenst using the Arikunto formula. In this study the techniques useed to analyze the data is the research instrumen test, classical assumption test, and hypothesiss testtng. The data obtained in the study were from the result of the questionairre, the further data were processed and then testedusing statistics withe the SPSS 16 analysis tool. The result of the study statd that the test ofservice quality and shipping rates had a positive and significant effecton customer satisfaction of Si Cepat Express gayam Sukoharjo. The coefisient of detremination shows that the service quality variable and shipping rates have an influence of 53.8% on Si Cepat Express customer satisfaction. The moost dominant influence in customer satisfaction in the quality of service which is 4,500. Keywords : Service Quality, Shipping Rates, and Customer Satisfactio