ANALISIS KUALITAS PELAYANAN ANTARAN DAN HARGA PRODUK PENGIRIMAN TERHADAP KEPUASAN PELANGGAN DI KANTOR POS JAKARTA TIMUR

Abstract

PT. Pos Indonesia (Persero) as a BUMN in the field of Courier and Logistics services which includes sending letters and packages makes a major contribution to state revenue. The more advanced and rapid technology makes the courier service market competition increasingly tight affecting the market share of PT Pos Indonesia (Persero). This paper aims to analyze the effect of delivery service quality and price on customer satisfaction at the East Jakarta Post Office. This study uses quantitative research methods in which the independent variables are the quality of delivery services and prices, while the dep endent variable is customer satisfaction. The results concluded that the quality of delivery services and prices, in general, were in good criteria and there was a correlation between the quality of delivery services and prices on customer satisfaction. For this reason, it is necessary to improve the quality of service by customer desires.