PENGARUH PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA PENGIRIMAN PAKET POS DI KANTOR POS CIMAHI

Abstract

The purpose of this final report research is to discover the services effect on the users’
satisfaction of post package delivery service in Cimahi post office simultaneously and
partially. Methods which were used are: validity test, reliability test, normality test,
double linear regretion, descriptive analysis, simultant test (F), partial test (T), 100%
percent sample through questionnaire. The research result shows that the services in
Cimahi post office simultaneously has a higher effect of 72,74% on the users
satisfaction, while partially shows that tangible, reliability, responsiveness,
assurance, and empathy variable has a positive effect on users satisfaction.
Feedbacks which were given to the Cimahi post office in the future were to hopefully
give consistent services, add a wider parking lot and the necessity to provide training
in an effort to raise reliability and knowledge of its officers.