The Influence of Relationship Marketing And Logistics Service Quality on Customer Satisfaction: A Case Study of JNE Express In Tanjung Rejo Village

Penulis

  • Dinda Azzura Universitas Medan Area, Indonesia
  • Nindya Yunita Universitas Medan Area, Indonesia
  • Eka Dewi Setia Tarigan Universitas Medan Area, Indonesia

DOI:

https://doi.org/10.30829/jombi.v7i01.23552

Abstrak

This study aims to examine how customer satisfaction with JNE Express in Tanjung Rejo Village, Medan Sunggal, is impacted by relationship marketing and the caliber of logistics services. This study employs an associative technique in addition to quantitative methods. The 18,940 residents of Tanjung Rejo Village make up the research population. The Slovin formula was used to determine the sample size, which was 99 responses. Multiple linear regression techniques were used to analyze the data. The findings demonstrated that relationship marketing significantly affects customer satisfaction, with a p-value of 0.000 <0.05 and a t-count value of 1,984. Customer satisfaction is significantly impacted by the quality of logistics services, as evidenced by the t-count value of 6,667 and the p-value of 0.000 <0.05. With a significance value of 0.000 <0.05, both factors have a simultaneous and significant impact on customer satisfaction. With an Adjusted R2 value of 0.786, the research model demonstrates strong predictive power. It shows that relationship marketing and the caliber of logistical services can account for 78.6% of changes in customer satisfaction, with the remaining 21.4% coming from factors not included in the study. Keywords : Consumer Satisfaction, Logistic Service Quality, Relationship Marketing

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2025-06-30

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Volume: 07, Number: 01, 2025

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