Published: 2026-07-19
Analysis of The Effect of Reliability in Service Quality on Customer Satisfaction at JNE Express in Bengkalis District
DOI: 10.35870/ijmsit.v6i2.7814
Abstract
This study aims to analyze the effect of the reliability dimension of service quality on customer satisfaction at JNE Express in Bengkalis District. This research employed a quantitative approach with an associative research design. Data were collected through questionnaires distributed to 100 JNE Express customers in Bengkalis District using a purposive sampling technique. The data were analyzed using simple linear regression with the assistance of IBM SPSS Statistics 25. The results revealed that reliability has a positive and significant effect on customer satisfaction, with a regression coefficient (β) of 0.755 and a significance value of 0.000 (p < 0.05). Furthermore, the correlation coefficient (R = 0.809) indicates a strong positive relationship between reliability and customer satisfaction, while the coefficient of determination (R² = 0.654) shows that reliability explains 65.4% of the variation in customer satisfaction. These findings indicate that improving service reliability through accurate, dependable, and consistent service delivery plays an important role in enhancing customer satisfaction at JNE Express in Bengkalis District.
Keywords
Reliability; Service Quality; Customer Satisfaction; JNE Express
Article Information
This article has been peer-reviewed and published in the International Journal of Management Science and Information Technology. The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 6 No. 2 (2026)
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Section: Articles
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Published: 2026-07-19
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License: CC BY 4.0
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Copyright: © 2026 Authors
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DOI: 10.35870/ijmsit.v6i2.7814
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Frede Rika Hasibuan, Politeknik Negeri Bengkalis
Departement of Bussines Administration, Politeknik Negeri Bengkalis, Bengkalis Regency, Riau Province, Indonesia
Muhammad Arif, Politeknik Negeri Bengkalis
Digital Business Study Program, Department of Commerce Administration, Politeknik Negeri Bengkalis, Bengkalis Regency, Riau Province, Indonesia
Dwi Astuti, Politeknik Negeri Bengkalis
Departement of Bussines Administration, Politeknik Negeri Bengkalis, Bengkalis Regency, Riau Province, Indonesia
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