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All Journal Journal Of Management Science (JMAS) Enrichment : Journal of Management
Deni Pradana Syahputri
Sekolah Tinggi Ilmu Ekonomi LMII
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Pada PT.Pos Indonesia (Persero) Kantor Pos Lubuk Pakam Deni Pradana Syahputri
Junal Ilmu Manajemen Vol 2 No 4 (2019): October: Management Science
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/jmas.v2i4.40

Abstract

Penelitian ini bertujuan untuk mengetahui apakah dimensi dalam kualitas pelayanan yaitu bukti fisik, kehandalan, daya tanggap, jaminan, dan kepedulian berpengaruh terhadap kepuasan konsumen pada PT POS Indonesia (PERSERO) Kontor POS Lubuk Pakam dan menganalisis faktor yang paling dominan dalam mempengaruhi kepuasan konsumen pada PT POS Indonesia (PERSERO) Kontor Pos Lubuk Pakam. Populasi dalam penelitian ini adalah seluruh konsumen yang menggunakan PT POS Indonesia Lubuk Pakam. Jadi berdasarkan perhitungan diperoleh jumlah sampel yang akan digunakan dalam penelitian ini adalah sebanyak 100 responden. Berdasarkan tabel dapat diketahui bahwa responden terbanyak adalah pria yaitu sebanyak 63 orang (63%), sedangkan responden wanita sebanyak 37 orang atau (37%). Untuk menentukan ukuran sampel penelitian dari populasi tersebut dapat digunakan rumus variabel bebas. Semua indikator yang digunakan untuk mengukur variabel-variabel yang digunakan dalam penelitian ini mempunyai nilai korelasi yang lebih besar dari 0,197. Dari hasil penelitan ini menunjukkan bahwa semua indikator tersebut adalah valid. Hal ini dapat ditunjukkan dari banyaknya tanggapan kepuasan yang tinggi dari responden terhadap kondisi dari masing-masing variabel penelitian. Dari hasil tersebut selanjutnya diperoleh bahwa variabel kualitas pelayanan dalam kelima dimensinya memiliki pengaruh yang positif dan signifikan terhadap kepuasan konsumen.
Effect of Service Quality on Consumer Satisfaction At PT. Pos Indonesia (Persero) Lubukpakam Deni Pradana Syahputri
Enrichment : Journal of Management Vol. 10 No. 1, Novembe (2019): Management
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (539.538 KB)

Abstract

This study aims to determine whether the dimensions of service quality that is tangible, reliability, responsiveness, assurance, and concern affects customer satisfaction on PT POS Indonesia (Persero) Kontor POS Lubukpakam and analyze the most dominant factor in influencing customer satisfaction in PT POS Indonesia (Persero) Pos Kontor Lubukpakam. The population in this study are all consumers using PT POS Indonesia Lubukpakam. So based on calculations, the number of samples to be used in this study were 100 respondents. Based on the table it can be seen that most respondents were male as many as 63 people (63%), while the female respondents as many as 37 or (37%). To determine the sample size of the population can use formula variables. All the indicators used to measure the variables used in this study has the correlation value is greater than 0,197. From the results of this research indicate that all the indicators are valid. It can be shown from the many high satisfaction responses of respondents to the condition of each study variable. From these results further showed that the variable quality of service in the fifth dimension has a positive and significant impact on customer satisfaction. From the results of this research indicate that all the indicators are valid. It can be shown from the many high satisfaction responses of respondents to the condition of each study variable. From these results further showed that the variable quality of service in the fifth dimension has a positive and significant impact on customer satisfaction. From the results of this research indicate that all the indicators are valid. It can be shown from the many high satisfaction responses of respondents to the condition of each study variable. From these results further showed that the variable quality of service in the fifth dimension has a positive and significant impact on customer satisfaction.
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