Electronic Theses and Dissertation

Abstrak penelitian ini bertujuan untuk mengukur pengaruh service quality dan e-service quality terhadap customer satisfaction dengan perceived value sebagai variabel mediasi pada pt. tiki jalur nugraha ekakurir (jne) di kota banda aceh. sampel yang digunakan dalam penelitian ini adalah pelanggan jne di kota banda aceh yang berjumlah 265 responden. peralatan pengumpulan data yang digunakan pada penelitian ini adalah kuesioner. teknik pengambilan sampel yang digunakan adalah cluster sampling. structural equation model (sem) digunakan sebagai metode analisis untuk mengetahui pengaruh dari semua variabel-variabel yang terlibat. berdasarkan hasil analisis sem, mengindikasikan bahwa service quality berpengaruh positif terhadap perceived value, e-service quality berpengaruh positif terhadap perceived value, service quality berpengaruh positif terhadap customer satisfaction, e-service quality tidak berpengaruh positif terhadap customer satisfaction, perceived value berpengaruh positif terhadap customer satisfaction, dan perceived value memediasi hubungan service quality terhadap customer satisfaction, dan juga memediasi hubungan e-service quality terhadap customer satisfaction. kata kunci: service quality, e-service quality, perceived value, customer satisfaction abstract this study aims to measure the effect of service quality and e-service quality on customer satisfaction with perceived value as a mediation variable at pt. tiki jalur nugraha ekakurir (jne) in banda aceh. the sample used in this research is customer of jne in banda aceh wich amounted to 265 respondents. data collection equipment used in this study is a questionnaire. the sampling technique used is cluster sampling. structural equation model (sem) is used as a method of analysis to determine the effect of all the variables involved. based on the result of sem analysis, indicate that service quality have positive influence to perceived value, e-service quality have positive effect to perceived value, service quality have positive effect to customer satisfaction, e-service quality has no positive effect to customer satisfaction, perceived value has positive effect to customer satisfaction, and perceived value mediate service quality relationship to customer satisfaction, and also mediate e-service quality relationship to customer satisfaction. keywords: service quality, e-service quality, perceived value, customer satisfaction