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Fatimah, Martha Trya
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Analisis Perbandingan Kualitas Pelayanan Pada PT. Pos Indonesia Dan J&T Express Di Tenggarong Fatimah, Martha Trya; Erwinsyah, Erwinsyah; Akbar, Ali
JEMI is managed and published by the Management Study Program, Faculty of Economics and Business, Kutai Kartanegara University. Institutional legality is reflected in the ISSN number: 1411-9560 published by LIPI in 2003 as a manifestation of the comm Vol 21 No 2 (2021)
Publisher : FAKULTAS EKONOMI DAN BISNIS UNIKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53640/jemi.v21i2.954

Abstract

Abstract: The purpose of this study was to compare the quality of service at PT Pos Indonesia and J&T Express in Tenggarong. The problem in this research is the reality that occurs in expedition services and at PT Pos Indonesia and J&T Express in Tenggarong related to consumer complaints such as delivery of goods not on time, checking through the item tracking feature sometimes errors, lost goods during delivery, goods have physical defects when arrive at the destination, the response to consumer complaints is not well served, and so on.This study uses quantitative data obtained from questionnaire data. The number of research samples as many as 100 people using purposive sampling method. The analysis tool uses the Mann Whitney U test.Based on the results of the study indicate that there are differences in service quality at PT Pos Indonesia and J&T Express in Tenggarong. This is evidenced from the results of calculations using SPSS, the Asym Sig value on the tangible dimension is 0.000, Asymp Sig on the empathy dimension is 0.013, Asymp Sig on the responsiveness dimension is 0.001, Asymp Sig on the reliability dimension is 0.013 and Asymp Sig on the guarantee 0.000. This shows that all dimensions have Asymp sig < 0.05, so the hypothesis which states "that there is a difference in service quality between PT Pos Indonesia and J&T Express in Tenggarong" is accepted because it is proven to be true. Keywords: Service Quality, Tangible, Empathy, Responsiveness, Reliability, Assurance
Analisis Perbandingan Kualitas Pelayanan Pada PT. Pos Indonesia Dan J&T Express Di Tenggarong Fatimah, Martha Trya; Erwinsyah, Erwinsyah; Akbar, Ali
JEMI is managed and published by the Management Study Program, Faculty of Economics and Business, Kutai Kartanegara University. Institutional legality is reflected in the ISSN number: 1411-9560 published by LIPI in 2003 as a manifestation of the comm Vol 21 No 2 (2021)
Publisher : FAKULTAS EKONOMI DAN BISNIS UNIKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53640/jemi.v21i2.954

Abstract

Abstract: The purpose of this study was to compare the quality of service at PT Pos Indonesia and J&T Express in Tenggarong. The problem in this research is the reality that occurs in expedition services and at PT Pos Indonesia and J&T Express in Tenggarong related to consumer complaints such as delivery of goods not on time, checking through the item tracking feature sometimes errors, lost goods during delivery, goods have physical defects when arrive at the destination, the response to consumer complaints is not well served, and so on.This study uses quantitative data obtained from questionnaire data. The number of research samples as many as 100 people using purposive sampling method. The analysis tool uses the Mann Whitney U test.Based on the results of the study indicate that there are differences in service quality at PT Pos Indonesia and J&T Express in Tenggarong. This is evidenced from the results of calculations using SPSS, the Asym Sig value on the tangible dimension is 0.000, Asymp Sig on the empathy dimension is 0.013, Asymp Sig on the responsiveness dimension is 0.001, Asymp Sig on the reliability dimension is 0.013 and Asymp Sig on the guarantee 0.000. This shows that all dimensions have Asymp sig < 0.05, so the hypothesis which states "that there is a difference in service quality between PT Pos Indonesia and J&T Express in Tenggarong" is accepted because it is proven to be true. Keywords: Service Quality, Tangible, Empathy, Responsiveness, Reliability, Assurance
Co-Authors Ali Akbar Erwinsyah Erwinsyah