PENGARUH HARGA, KUALITAS PELAYANAN DAN CITRA BRAND TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASA (STUDY KASUS MENGGUNAKAN JASA PENGIRIMAN JNE)

Abstrak

Service is the key to success in various businesses in activities that are service providers. The role of service will be bigger and determine if the service activities compete in market competition and can attract customers. This study aims to determine how the effect of price and service quality and brand image on consumer satisfaction using JNE Express Medan services. The research methodology used is observation methodology or direct observation, questionnaire and literature study, namely collecting data from various online journals. The results of the research that were obtained after the authors conducted research and observations were the effect of price and service quality and brand image on consumer satisfaction using JNE Express Medan services, the service was still not good. This can be seen from the findings of complaints from customers. Establishing relationships with customers needs to be done by the company so that the products and services provided are in accordance with what is expected. Satisfied customers will indirectly create loyalty and encourage recommendations by word of mouth and through other social media that can improve the company's image in the eyes of customers. Therefore, customer satisfaction is the main focus that must be considered by the company.