Pengaruh Service Quality dan Digital Customer Experience terhadap Customer Satisfaction Pengguna MyJNE di Wilayah Jakarta Timur
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Abstract
This study examines the effects of service quality and digital customer experience on customer satisfaction among MyJNE application users in East Jakarta. A quantitative approach with a causal associative design was employed. Primary data were collected through an online questionnaire distributed to 140 respondents selected using purposive sampling. The respondents were MyJNE users residing in East Jakarta who had experience using the application. The data were analyzed using descriptive statistics, instrument testing, classical assumption testing, multiple linear regression, partial tests, a simultaneous test, and the coefficient of determination with IBM SPSS Statistics. The results indicate that service quality has a positive and significant effect on customer satisfaction, with a t-value of 10.560 and a significance level below 0.001. Digital customer experience also has a positive and significant effect on customer satisfaction, with a t-value of 9.764 and a significance level below 0.001. Simultaneously, both variables significantly affect customer satisfaction, as indicated by an F-value of 121.613 and a significance level below 0.001. The coefficient of determination of 0.640 shows that service quality and digital customer experience explain 64.0% of the variation in customer satisfaction, while the remaining 36.0% is explained by factors outside the research model. Service quality is the more dominant variable in improving customer satisfaction among MyJNE users.
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References
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