SISTEM PELACAKAN OLNLINE DAN KETEPATAN WAKTU PENGIRIMAN TERHADAP KEPUASAN PELANGGAN PADA PT. POS INDONESIA (PERSERO) KANTOR CABANG BALIGE.
Keywords:
Online Tracking System, On Time Delivery, Customer SatisfactionAbstract
PT. Pos Indonesia, an example of a state-owned company (BUMN) engaged in the delivery of letters, packages and documents. Delivery of goods from PT. Post is often late in delivering goods, resulting in dissatisfaction with customers. This study aims to determine the effect of online tracking systems and on time delivery and customer satisfaction at PT. Pos Indonesia (Persero) Balige branch office. The population in this study was 97 customers of the Balige branch post office. The data analysis method used is the multiple correlation analysis method, r2 determination, multiple linear regression, t test and F test. The research results show that the tcount value is greater than tcount (3.065) > ttable (1.985) and the significant value is 0.003 (significant 0.05). Based on the testing criteria, the hypothesis is accepted. The tcount value is greater than ttable (0.814) < (1.985), and the significant value is 0.418 (significant 0.05). According to the testing criteria, the hypothesis is rejected. rcount (df = n-2 = 95, α = 0.05, namely: 0.894). Thus, rcount > rtable the result is the same as the overall positive and significant level. Thus rcount (0.894) > rtable (0.168). rcount (df = n-2 = 95, α = 0.05, namely: 0.615). Thus, rcount > rtable the result is the same as the overall positive and significant level. Thus rcount (0.615) > rtable (0.168). The R Square value obtained was 0.435 or 43.50% and the remaining 56.50% was influenced by other factors not discussed in this research. The multiple regression equation is obtained as follows: Y = 0.876 + 0.605 This means that these two variables, namely the online tracking system and timeliness of delivery simultaneously have a positive and significant effect on customer satisfaction at PT. Pos Indonesia (Persero) Balige Branch Office.