Date: 13-11-2018 Digital Publication Services : OSREL | JABM | JAM | ABMR | ABMCS

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. POS INDONESIA CABANG JOMBANG

Detail
Author Wanda Astrid Kristina
Category Manajemen Pemasaran

Abstract

The purpose of this study was to determine the effect of physical evidence, reliability, responsiveness, assurance, and empathy on customer satisfaction both simultaneously and partially. Research variables are physical evidence (X1), reliability (X2), responsiveness (X3), collateral (X4), empathy (X5) to customer satisfaction (Y). The sample in this study is the customer of PT. POS Indonesia, Jombang branch, is 92 people. The analytical tool used is multiple linear regression with significant F and t tests. From the results of the analysis it can be concluded that: a. The results of testing the first hypothesis proved that the physical evidence variable (X1), reliability (X2), responsiveness (X3), guarantee (X4) and empathy (X5) simultaneously had a significant effect on Customer Satisfaction in using the services of PT. POS Indonesia Jombang Branch. From the results of T count = 3.645 (X1), 6.136 (X2), 2.542 (X3), 2.280 (X4), 3,000 (X5) and T table 1.666256. can be explained that customer satisfaction PT. POS Indonesia Jombang branch (Y) is able to explain physical evidence variables (X1), reliability (X2), responsiveness (X3), collateral (X4) and empathy (X5) simultaneously caused by other variables not included in the model in this study. b. The results of testing the second hypothesis prove that the physical evidence variable (X1), reliability (X2), responsiveness (X3), guarantee (X4) and empathy (X5) partially have an influence on Customer satisfaction PT. POS Indonesia branch of Jombang (Y).