Analisis kualitas pelayanan dan pengaruhnya terhadap kepuasan konsumen pada PT. Pos Indonesia Kantor Cabang Malang

INDONESIA:

Kualitas pelayanan adalah seberapa jauh perbedaan antara kenyataan dan harapan para konsumen atas layanan yang mereka terima, serta tingkat keunggulan yang diharapkan dan pengendalian atas tingkat keunggulan tersebut untuk memenuhi keinginan konsumen.

Penelitian ini bertujuan untuk mengukur dan menguji sejauh mana pengaruh Tangible (X1), Reliability (X2 ), Responsiveness (X3), Assurance (X4),dan Emphaty (X5) terhadap kepuasan konsumen PT. Pos Indonesia Kantor cabang Malang. Jenis penelitian deskriptif (descriptive reserch) dengan pendekatan kuantitatif. Metode pengambilan sampel yang digunakan adalah Purposive sampling adalah teknik pengambilan sampel yang dipilih dengan pertimbangan tertentu yaitu konsumen yang pernah menggunakan jasa pelayanan PT. Pos Indonesia Kantor cabang Malang. Teknik pengumpulan data menggunakan metode survey. Adapun analisis kualitas pelayanannya menggunakan analisis korelasi dan regresi berganda.

Berdasarkan hasil penelitian menunjukkan bahwa kualitas pelayanan yang terdiri dari Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4),dan Emphaty (X5) mempunyai korelasi antar variabel. Kualitas pelayanan yang terdiri dari Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4),dan Emphaty (X5) secara simultan mempunyai pengaruh yang signifikan terhadap kepuasan konsumen. Adapun perhitungan secara parsial didapatkan hasil bahwa tiga variabel independen yaitu Responsiveness (X3), Assurance (X4),dan Emphaty (X5) mempunyai pengaruh yang signifikan terhadap kepuasan konsumen, sedangkan untuk variabel Tangible (X1) dan Reliability (X2) tidak berpengaruh signifikan terhadap kepuasan konsumen.

ENGLISH:

Service quality is how far the difference between the reality and expectations of consumers for the services they receive, as well as the excellence level expectation and control over the level of excellence to comply consumer’s desire.

This research aims to measure and test the extent of the influence of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4),and Emphaty (X5) on consumer satisfaction PT. Pos Indonesia Malang branch office. The type of this research is descriptive research with a quantitative approach. Sampling method that used is Purposive sampling and it means a sampling technique selected by certain considerations which is consumers who have used the services of PT. Pos Indonesia Malang branch office. The technique of data collecting is using survey method. The analysis of service quality is using correlation and multiple regression analysis.

Based on the result of this research that indicated the service quality consist of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Emphaty (X5) have correlation between variables. Service quality that consist of Tangible (X1), Reliability (X2 ), Responsiveness (X3), Assurance (X4),and Emphaty (X5) simultaneously have a significant influence on customer’s satisfaction. The partial calculation shows that three independent variables, namely Responsiveness (X3), Assurance (X4),and Emphaty (X5) have a significant influence on customer’s satisfaction, while the Tangible (X1), Reliability (X2 ) variables have no significant effect on customer’s satisfaction.