Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengguna Jasa Pengiriman Barang Pada PT. Pos Indonesia Tbk Unit Kalukku Kecamatan Kalukku Kabupaten Mamuju

Authors

  • Nur Asia Universitas Muhammadiyah Mamuju
  • Irdha Yanti Musyawarah Universitas Muhammadiyah Mamuju
  • Jasriani Jasriani Universitas Muhammadiyah Mamuju
  • Selvi Juniarni Kadir Universitas Muhammadiyah Mamuju

Keywords:

Reliability, Responsiveness, Empathy, Guarantee, Physical Evidence, and Satisfaction

Abstract

This research aims to determine the effect of service quality on user satisfaction of goods delivery services at PT Pos Indonesia Tbk Kalukku Unit, Mamuju Regency. The type of data used in this research is quantitative. This research uses multiple linear regression analysis to calculate the quantitative impact of each variable on changes in events (variable X) then carries out partial tests and simultaneous tests.

The results of the research show that the reliability variable has a significant effect on user satisfaction of goods delivery services at PT Pos Indonesia Tbk Kalukku Unit, Mamuju Regency. The responsiveness variable has a significant effect on user satisfaction with goods delivery services at PT. Pos Indonesia Tbk, Kalukku Unit, Mamuju Regency. The empathy variable has a significant effect on user satisfaction with goods delivery services at PT. Pos Indonesia Tbk, Kalukku Unit, Mamuju Regency. The guarantee variable has a significant effect on user satisfaction of goods delivery services at PT. Pos Indonesia Tbk Kalukku Unit, Mamuju Regency and the physical evidence variable have a significant effect on user satisfaction with goods delivery services at PT. Pos Indonesia Tbk, Kalukku Unit, Mamuju Regency. The most dominant responsiveness variable influences user satisfaction with goods delivery services at PT Pos Indonesia Tbk Kalukku Unit, Mamuju Regency.

References

Arianto, N. (2018). “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pengunjung Dalam Menggunakan Jasa Hotel Rizen Kedaton Bogor”. Jurnal Pemasaran Kompetitif. 1(2): 123-134.
Kasmir. (2019). “Customer Service Excellent: Teori dan Praktik”. PT Raja Grafindo Persada: Jakarta.
Kotler, P. and Keller, K.L. (2019). “Marketing Management”. 15th Edition New Jersey: Pearson Pretice Hall, Inc.
Hardiansyah. (2018). “Kualitas Pelayanan Publik (Edisi Revisi)”. Yogyakarta: Gava Media
Keputusan Menteri Pendayagunaan Aparatur Negara No. 63 tahun 2003 tentang pedoman umum penyelenggaraan pelayanan publik
Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 63 tahun 2004 Tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah
Peraturan Menteri Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi Republik Indonesia Nomor 15 Tahun 2004 tentang Komponen Standar Pelayanan
Lupiyoadi, Rambat. (2016). “Manajemen Pemasaran Jasa Teori dan Praktik”. Jakarta: Salamba Empat.
Mulyapradana, Aria dan Lazulfa Indah, Atik. (2018). “Tata Kelola Administrasi untuk Meningkatkan Kualitas Pelayanan Administrasi di PT. BAM Kabupaten Tegal”. Jurnal Institusi Politeknik Ganesha Medan (Juripol), Vol. 1 Nomor Februari 2018, p-ISSN2599-1779 e-ISSN 2599-1787.
Mukarom, Zaenal dan Muhibudin Wijaya Laksana (2018). “Manajemen Pelayanan Publik”. Bandung: CV. Pustaka Setia
Sangadji, Etta Mamang dan Sopiah. (2013). “Perilaku Konsumen”. Yogyakarta: Andi.
Sugiyono. (2020). Metode Penelitian Kuantitatif dan Kualitati dan R&D. Bandung: Alfabeta.
Tjiptono, Fandy. (2020). “ Service, Quality & satisfaction”. Yogyakarta: CV. Andi Offset

Downloads

Published

2024-03-30

Issue

Vol. 6 No. 1 (2024): FORECASTING Jurnal Ilmiah Manajemen

Section

Articles

License

Forecasting: Jurnal Ilmiah Ilmu Manajemen