PENGARUH KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN DI PT. POS INDONESIA (PERSERO) KANTOR CABANG PEMBANTU (KCP) SIPOHOLON
Keywords:
Service Quality, Customer SatisfactionAbstract
The development of delivery services from year to year has increasingly attracted the attention of the wider community. Tight competition and the increasing number of delivery service companies emerging at this time mean that owners or managers must be able to create strategies to be able to compete and be superior to their competitors. Companies are required to work hard by using the various resources they have to be accepted by the market and maintain the trust of existing customers and try to attract the interest of new potential customers so that customers do not leave the business actor. The attractiveness of delivery services is considered quite large and promising, making many delivery companies pursue this business. The problem formulation in this research is "How does service quality influence increasing customer satisfaction at PT. Pos Indonesia (Persero) KCP Sipoholon?” The purpose of this research is to determine the influence of service quality in increasing customer satisfaction at PT. POS Indonesia (Persero) KCP Sipoholon. This type of research is associative research, namely research carried out to determine the influence between two or more variables.The research results show that service quality has a positive effect on increasing customer satisfaction at PT. POS Indonesia (Persero) KCP Sipoholon, proven by: 1) Correlation coefficient analysis shows that there is a positive relationship of 0.698, including in the strong category; 2) The regression equation is obtained, namely Y= 5.289 + 0.711X; 3) Test the coefficient of determination, it is known that there is an influence of variable X on variable Y, namely 48.7%; and 4) hypothesis testing through the correlation coefficient significance test (t test) obtained a value of t = 9.038 > t table = 1.662, so that Ha was accepted and H0 was rejected.