Analysis of Differences in Customer Satisfaction in Courier Service Business in Palopo City

Abstract

This study discusses the Analysis of Customer Satisfaction with the Courier Service Business in Palopo City. This study aims: To find out how much the level of customer satisfaction has used package delivery services at Jne Ekspress, PT. Pos Indonesia, Jnt Ekspress in Palopo City, To find out whether there are differences in customer satisfaction at Jne Ekspress, Jnt Ekspress, PT. Indonesian Post in Palopo City. This type of research is quantitative research, which is comparative. The population is the courier service business customers Jne Express, Jnt Ekspress and PT. Indonesian Post in Palopo City. Taking a sample of 50 respondents from the three courier businesses using Roscoe's theory, as well as using accidental sampling. Data obtained through a questionnaire. Furthermore, this data was analyzed using Kruskal Wallis. The results of this study indicate that: Calculation of the level of customer satisfaction in the courier business where Jne Express Palopo City has a satisfaction level value of 81.1%, the satisfaction level value of Jnt Ekspress Palopo City is 88.7%, and at PT. Pos Indonesia, Palopo City, which is equal to 84.5%, from this conclusion it can be seen that Palopo City Express Express has the highest level of satisfaction among the three courier businesses, and by obtaining an Asymp.Sig i value of i0.006, the result is i0 smaller than the significant level i0 .05 i or i0.006 < 0.05, and it can be seen that there are differences in the satisfaction of the three courier businesses.