<![CDATA[This study examines the effects of employees’ emotional intelligence and interpersonal communication on customer loyalty at PT Pos Indonesia (Persero), Sungguminasa Branch Post Office, Gowa Regency. A quantitative approach was employed using questionnaire data from 91 customers. The sample size was determined using the Slovin formula from a population of 1,000 customers with a 10% error rate, followed by accidental sampling. Multiple linear regression was applied. Because the regression residuals were not normally distributed, coefficient and hypothesis testing used 5,000 bootstrap samples with BCa 95% confidence intervals. Emotional intelligence showed a positive coefficient of 0.273 but no significant partial effect on customer loyalty (p=0.171; BCa 95% CI −0.034 to 0.483). Interpersonal communication had a positive and significant effect (B=0.574; p=0.013; BCa 95% CI 0.219 to 1.091) and was the dominant predictor (standardized beta=0.641). Simultaneously, both predictors significantly affected customer loyalty (F=228.745; p<0.001). The model produced R²=0.839 and adjusted R²=0.835, indicating that 83.5% of the variance in customer loyalty was explained by the two predictors. The findings highlight interpersonal communication as a practical priority for strengthening customer loyalty.]]>
Copyrights © 2026
