Analysis of The Effect of Differentiation Strategy on Customer Satisfaction at PT. J&T Express Batam, Indonesia

DOI

10.2991/icaess-19.2019.45How to use a DOI?

Keywords

content differentiation; context differentiation; infrastructure differentiation; customer satisfaction; logistic industry

Abstract

This study examines the effect of the differentiation strategy on customer satisfaction at PT. J&T Express Batam, Indonesia. Respondents of this research were consumers of PT. J&T Express who have made transactions at least 3 times. Research data was collected through questionnaires. Data analysis method used were quantitative descriptive analysis using multiple linear regression, classical assumption test, t test and F test with a significance level of 0.05 and the coefficient of determination. Therefore the research results is the three independent variables namely content differentiation, context differentiation and infrastructure differentiation partially and simultaneously have a positive and significant effect on customer satisfaction.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Sri Zuliarni
PY  - 2019/12
DA  - 2019/12
TI  - Analysis of The Effect of Differentiation Strategy on Customer Satisfaction at PT. J&T Express Batam, Indonesia
BT  - Proceedings of the 1st International Conference on Applied Economics and Social Science (ICAESS 2019)
PB  - Atlantis Press
SP  - 116
EP  - 121
SN  - 2352-5398
UR  - https://doi.org/10.2991/icaess-19.2019.45
DO  - 10.2991/icaess-19.2019.45
ID  - Zuliarni2019/12
ER  -