GDL

The Influence of Analysis Service Quality Towards Agen Pos Satisfaction (Case Study PT. Pos Indonesia Branch Office Kantor Pelaksana Bandung)

Tugas Akhir, 030 / 2014 / MPE
Undergraduate Theses from JBPTPPOLBAN / 2018-05-04 10:45:54
Oleh : Silvina Andriani - 115231059 (silvinandriani@gmail.com)
Dibuat : 2018-05-04, dengan 4 file

Keyword : kualitas pelayanan (responsiveness, assurance, reliability, empathy dan tangible), korelasi, regresi, SPSS
Subjek : service quality (responsiveness, assurance, reliability, empathy and tangible), correlation, regression, SPSS

Penelitian ini bertujuan untuk mengetahui apakah dimensi dalam kualitas pelayanan yaitu tangible, reliability, reponsiveness, empathy dan assurance yang diberikan PT. Pos Indonesia berpengaruh terhadap kepuasan konsumen bisnisnya (Agen Pos). Penelitian ini menggunakan kuesioner untuk mendapatkan data dengan jumlah responden sebanyak 43 dari populasi sebanyak 43 atau dapat disebut dengan sensus. Kuesioner terdiri atas tangible, reliability, reponsiveness, empathy, assurance dan kepuasan dengan menggunakan skala likert. Metode analisisnya menggunakan statistik korelasi dan regresi logistik pada SPSS yang dihasilkannya hubungan yang signifikan antara seluruh dimensi kualitas layanan terhadap kepuasan konsumen serta mempunyai pengaruh yang jika diurutkan dari dimensi paling dominan terhadap kepuasan yaitu: responsiveness, assurance, reliability, empathy dan tangible. Kata kunci: kualitas pelayanan (responsiveness, assurance, reliability, empathy dan tangible), korelasi, regresi, SPSS.

Deskripsi Alternatif :

The objective of this research is to find out and discover whether the dimension in the quality of service, that is the tangible, reliability, responsiveness, empathy and assurance given by PT. Pos Indonesia impact the customer satisfaction of the business (Agen Pos). This research uses questionnaire to obtain the data and information with the sum of respondent is 43 from the total number of population is 43 or can be referred census. The questionnaire consist of tangible, reliability, responsiveness, empathy, assurance, and satisfaction measurement using likert scale. The analysis method takes statistical correlation and logistic regression on SPSS that resulted a significant relationship between all dimensions of service quality on customer satisfaction, and impact the satisfaction dimension that can be ranked from the most dominant of the satisfaction dimension are: responsiveness, assurance, reliability, empathy, and tangible. Keywords: service quality (responsiveness, assurance, reliability, empathy and tangible), correlation, regression, SPSS.

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