Anisa, Dwi Rizki and Fachrudin,, Dudi Hendra and Suntoro,, Suntoro, (2024) PENGARUH KUALITAS PELAYANAN JASA PENGIRIMAN BARANG TERHADAP KEPUASAN PELANGGAN PADA KANTOR POS SUMEDANG MENGGUNAKAN METODE ANALISIS REGRESI(TA.16.20.24.06). Masters thesis, Universitas Logistik Dan Bisnis Internasional.
Full text not available from this repository.Abstract
PENGARUH KUALITAS PELAYANAN JASA PENGIRIMAN BARANG TERHADAP KEPUASAN PELANGGAN PADA KANTOR POS SUMEDANG MENGGUNAKAN METODE ANALISIS REGRESI Dwi Rizki Anisa Program Studi S-1 Manajemen Logistik, Fakultas Logistik Teknologi dan Bisnis, Universitas Logistik dan Bisnis Internasional ABSTRAK Kantor Pos Sumedang merupakan kantor cabang dari PT Pos yaitu salah satu badan usaha milik negara yang menyediakan jasa pos. Lokasi penelitian yang digunakan adalah Jl. Prabu Geusan Ulun, No. 82, Regol Watan, Sumedang, West Java, Regol Wetan, South Sumedang, Sumedang Regency, West Java 45311, Indonesia. Berdasarkan hasil pra survey yang dilakukan penelitian terhadap 30 responden terdapat beberapa keluhan yang diberikan oleh pelanggan mengenai pelayanan yang diberikan. Keluhan terbanyak yaitu mengenai status pengiriman tidak sesuai, paket diantar terlambat, lahan parkir yang sempit. Keluhan lain yang dirasakan oleh pelanggan yaitu antrian pelayanan yang tidak beraturan, paket tidak utuh atau rusak, permasalahan pengiriman yang tidak ditanggapi oleh karyawan, status kiriman miss route atau terkirim ke kota yang salah, paket yang diterima tertukar dengan paket lain dan paket hilang. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dengan sampel sebanyak 100 responden. Data dikumpulkan dengan cara membuat kuisioner mengenai kualitas layanan (Tangible, Reliability, Responsiveness, Assurance, Empathy) terhadap kepuasan pelanggan. Metode pengolahan data dan analisis yang digunakan adalah kuantitatif untuk mengetahui pengaruh satu variabel dengan variabel lainnya. Dengan pengolahan data yaitu dengan menggunakan analisis regresi sederhana dan regresi berganda menggunakan tools aplikasi IBM – SPSS 22. Hasil pada penelitian ini bahwa variabel Tangible (X1) rata-rata diperoleh 4,07 dengan kategori baik, Reliability (X2) hasil rata-rata diperoleh 4,04 dengan kategori baik, Responsiveness (X3) hasil rata-rata 4,06 dengan kategori baik, Assurance (X4) hasil rata-rata 4,05 dengan kategori baik, Empathy (X5) hasil rata-rata 4,03 dengan kategori baik, Kepuasan Pelanggan (Y) hasil rata-rata 4,02 dengan kategori baik. Variabel Tagible (X1) berpengaruh terhadap Kepuasan Pelanggan (Y) sebesar 62,8%, variabel Reliability (X2) berpengaruh terhadap Kepuasan Pelanggan sebesar 55,2%, variabel Responsiveness (X3) berpengaruh terhadap Kepuasan Pelanggan (Y) sebesar 70,9%, variabel Assurance (X4) berpengaruh terhadap Kepuasan Pelanggan (Y) sebesar 58,7%%, variabel Empathy (X5) berpengaruh terhadap Kepuasan Pelanggan (Y) sebesra 60,6%, Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4) dan Empathy (X5) secara bersama-sama berpengaruh terhadap Kepuasan Pelanggan (Y) sebesar 78,2% pada Kantor Pos Sumedang. Kata kunci: Kepuasan Pelanggan, Kualitas Pelayanan (Tangible, Reliability, Responsiveness, Assurance, Empathy) viii Universitas Logistik dan Bisnis Internasional THE INFLUENCE OF QUALITY OF GOODS DELIVERY SERVICES ON CUSTOMER SATISFACTION AT THE SUMEDANG POST OFFICE USING THE REGRESSION ANALYSIS METHOD Dwi Rizki Anisa Logistics Management Department, Faculty of Logistics, Technology and Business, Universitas Logistik dan Bisnis Internasional ABSTRACT Sumedang Post Office is a branch office of PT Pos, which is a state-owned company that provides postal services. The research location used was Jl. Prabu Geusan Ulun, No.82, Regol Watan, Sumedang, West Java, Regol Wetan, South Sumedang, Sumedang Regency, West Java 45311, Indonesia. Based on the results of a pre- survey conducted on 30 respondents, there were several complaints given by customers regarding the services provided. The most complaints are regarding incorrect delivery status, packages delivered late, limited parking space. Other complaints felt by customers are irregular service queues, packages that are incomplete or damaged, delivery problems that are not responded to by employees, the status of shipments being missed on route or sent to the wrong city, packages received being mixed up with other packages and packages being lost. The aim of this research is to determine the effect of service quality on customer satisfaction with a sample of 100 respondents. Data was collected by creating a questionnaire regarding service quality (Tangible, Reliability, Responsiveness, Assurance, Empathy) on customer satisfaction. The data processing and analysis method used is quantitative to determine the influence of one variable on other variables. By processing the data, namely by using simple regression analysis and multiple regression using the IBM application tool - SPSS 22. The results of this research are that the average Tangible variable (X1) is 4.07 in the good category, Reliability (X2) is the average result obtained 4.04 in the good category, Responsiveness (X3) an average result of 4.06 in the good category, Assurance (X4) an average result of 4.05 in the good category, Empathy (X5) an average result of 4.03 in the good category good, Customer Satisfaction (Y) average result is 4.02 in the good category. The Tagible variable (X1) has an effect on Customer Satisfaction (Y) by 62.8%, the Reliability variable (X2) has an effect on Customer Satisfaction by 55.2%, the Responsiveness variable (X3) has an effect on Customer Satisfaction (Y) by 70.9% , the Assurance variable (X4) influences Customer Satisfaction (Y) by 58.7%, the Empathy variable (X5) influences Customer Satisfaction (Y) by 60.6%, Tangible (X1), Reliability (X2), Responsiveness ( X3), Assurance (X4) and Empathy (X5) together have an effect on Customer Satisfaction (Y) of 78.2% at the Sumedang Post Office. Keywords: Customer Satisfaction, Service Quality (Tangible, Reliability, Responsiveness, Assurance, Empathy)
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management |
| Depositing User: | Unnamed user with email [email protected] |
| Date Deposited: | 17 Jul 2024 07:14 |
| Last Modified: | 17 Jul 2024 07:15 |
| URI: | http://eprint.ulbi.ac.id/id/eprint/2314 |
Actions (login required)
 |
View Item |
