@thesis{thesis,
		author={Tania   Safitri  },
		title ={FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PT.JAWA POS EKSPEDISI MANDIRI },
		year={2014},
		url={http://eprints.upnjatim.ac.id/6543/},
		abstract={PT. Jawa Pos Ekspedisi Mandiri has strived to provide service to meet the needs of customer?s satisfaction. However in the process there is often complaint from customer. 
The research is done with the objectives (1) To recognized the effect of tangible, empathy, reliability, responsiveness, assurance simultaneous to the customer?s satisfaction of PT. Jawa Pos Ekspedisi Mandiri. (2) To recognized the effect of reliability, responsiveness, assurance, empathy, tangible partially to the customer?s satisfaction to services of PT. Jawa Pos Ekspedisi Mandiri.
The research is a Quantitative research. Total respondents taken are 81 respondents, the sample determined by using Simple Random Sampling. Means that sample is chosen by population randomly. Without retire of grade?s population. 
Analysis technique applied is multilinker preceded.
The result of this research indicate that tangible, empathy, reliability, responsiveness, assurance simultaneous have significantly effect to customer satisfaction. Partially, tangible, reliability, responsiveness, assurance have
significantly effect to customer satisfaction. While empathy does not have significantly to the customer satisfaction 
 
Keys : customer?s satisfaction, reliability, responsiveness, assurance, empathy, and tangible }
		}