THE INFLUENCE OF LEAD TIME AND SERVICE QUALITY TOWARD CUSTOMERS SATISFACTION [A CASE STUDY OF SHIPPING COMPANY JNE IN CIKARANG]

Abstract

This research analysis is the influence of lead time and service quality dimension (reliability, responsiveness, and assurance) toward customer satisfaction (a case study in shipping company JNE in Cikarang). On this research the populations are 368 respondents; those are population from management student 2011 of President University by using filtering question to measure the population. The researcher got respondent for a total of 101 and the researcher decided to use 100 samples to be exact as the final sample. Data analysis technique is multiple linear regressions with least square equation and hypothesis test by using t-test for testing the partial regression coefficients and f-test to test the effect together with a significant level of 5%. It also tested the classical assumption that included test of normality, multicollinearity test, heterocedasticity test. Assurance is part of service quality dimensions and assurance (X4) has a significant influence to the customer satisfaction.