PENGARUH KUALITAS PELAYANAN (PRODUK PAKET POS EKSPRES) TERHADAP KEPUASAN PELANGGAN DI KANTOR POS BANDUNG 40000

Abstract

The purpose of this study was to determine consumer ratings regarding
the quality of PT Pos Indonesia (Persero)'s express service package and the
influence of service quality on PT Pos Indonesia (Persero)'s customer
satisfaction. The method used uses a quantitative approach with descriptive
statistical analysis methods, multiple linear regression, partial hypothesis testing
and simultaneous hypothesis testing.

The results of the descriptive analysis state that the tangible appearance
based on the respondent's assessment is good enough, as seen from the
availability of a comfortable and structured service room. Based on the
dimensions of reliability, the research respondents stated that they were quite
agreeable, reliable in the delivery of express goods package products. Based on
the responsiveness dimension, most of the respondents stated that they agreed
enough, the employees had served consumers well and were responsive to the
problems faced by consumers. Based on the emphaty dimension, most of the
research respondents stated that they agreed enough, the company gave sincere
attention and to consumers and had understood the desires of consumers. Based
on the assurance dimension that most of the research respondents stated that they
agreed enough, providing insurance and compensation services that could build
trust and confidence from consumers.

The results of multiple regression equation analysis that present the
effect of service quality variables on customer satisfaction variables is equal to
61.4%. The influence of service quality on customer satisfaction. Service quality
has a significant effect on customer satisfaction.