PENGARUH WEB TRACKING ASSURANCE DAN PENANGANAN KELUHAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus pada Pelanggan JNE Agent Bulian Kota Tebing Tinggi)

This study aims to determine and analyze the effect of Web Tracking, Assurance and Complaint Handling either simultaneously or partially on Customer Satisfaction. The method of determining the sample used in this study is to use the Slovin formula as many as 60 samples who were customers of JNE Bulian Tebing Tinggi Agents. Based on the results of the analysis of hypothesis 1, it can be concluded that the first hypothesis is accepted, meaning that the variable Web Tracking (X1) has an effect on the Customer Satisfaction variable (Y). Based on the results of the analysis of hypothesis 2, it can be concluded that the second hypothesis is rejected, meaning that the Assurance variable (X2) has no effect on the Customer Satisfaction variable (Y). Based on the results of the analysis of hypothesis 3, it can be concluded that the third hypothesis is rejected, meaning that the Complaint Handling variable (X3) has no effect on the Customer Satisfaction variable (Y) Based on the results of the analysis of hypothesis 4, it is concluded that the forth hypothesis is accepted, meaning that Web Tracking (X1), Assurance (X2) and Complaint Handling (X3) have a simultaneous (simultaneous) effect on Customer Satisfaction Variables (Y).