PENGARUH KUALITAS PELAYANAN PENGIRIMAN PAKET TERHADAP KEPUASAN PELANGGAN PADA PT. POS INDONESIA (PERSERO) KPRK TEBING TINGGI 20600

Abstract

Customer satisfaction is the level of customer or consumer feeling after getting a product or service from a company. These feelings arise because customers compare expectations about the product or service that will be obtained with reality. Therefore satisfaction is subjective. The purpose of this study is to determine the level of customer satisfaction with the delivery of packages PT. Pos Indonesia (Persero) KPRK TEBING HIGH 20600, Knowing the quality of service has a simultaneous effect on customer satisfaction at PT. Pos Indonesia (Persero) KPRK TEBING HIGH 20600, and Knowing the quality of service has a partial effect on customer satisfaction at PT. Pos Indonesia (Persero) HIGH CLICK KPRK 20600 Service quality is a form of consumer assessment of the level of service received with the level of service expected. If the service received or perceived is as expected, then the service quality is perceived as good and satisfactory. According to Tjiptono (2018), service quality is measured based on five dimensions known as TERRA, namely: Tangibles, Realbility, Responsiveness, assurance and empathy. The population in this study is PT Pos Indonesia (Persero) KPRK TEBING TINGGI 20600 customers who always faithfully send packages through the Postal company. The number of customers at PT Pos Indonesia (Persero) is 3,265 customers whose sources are requested directly to the Service Manager. Based on the population above, the sample size is drawn using the Slovin formula. By using the Slovin formula in calculating the sample, the number of samples in this study was 97 respondents who became the sample.