ANALISIS PENANGANAN KELUHAN PELANGGAN LAYANAN POS EXPRESS PADA KANTOR POS KEDIRI 64100

Abstract

This study aims to determine the assessment of consumers regarding the handling of express customer service express complaints at the Post Office Kediri 64100. Dimensions of handling customer complaints are empathy, speed, fairness or fairness, and convenience. The sample studied was 91 respondents using the Probability Sampling technique with the Simple Random Sampling method. This research is descriptive in nature with a proven frequency distribution table. The results of the study stated that each dimension found that the handling of express post service complaints at the Post Office Kediri 64100 was considered good by respondents. This can also be strengthened by looking at the results of hypothesis testing that has been proven that the calculation is obtained t count of 78.914.