ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT.POS INDONESIA CABANG PANGKALAN BUN

Sari

The purpose of this research is to know the analysis of the influence of the quality of service of PT. Pos Indonesia Branches Pangkalan Bun. Service quality is a very influential factor in consumer satisfaction. If the services received or perceived (perceived service) as expected then the service quality perceived good and satisfactory, if the received service beyond the expectations of the consumer, then the perceived service quality is excellent and the quality. Conversely, if the services accepted lower than expected, so the quality of service dipresepsikan bad. If the consumer is satisfied with the service provided by a company then they will again use the service or the product and recommend it to others. In this study there are 2 (two) variables, i.e. the variable quality of service free and bound variables whereas his is customer satisfaction.Technique of data analysis used the test of validity, reliability test, test test t, f and multiple linear regression. With the results of the calculations are as follows : Y = -1,035 + 0,224 X1 + 0,215X2+ 0,317 X3 + 0,204 X4+ 0,219 X5 +e, -1,035, is a constant of the equation of regression. A value indicating the existing variables affect Y i.e. x1, x2, x3, X4, X5 is assumed to have zero value then the satisfaction of (Y) = - 1.035.the value of the constant regression of -1.035 meaning if the entire free variable has a value equal to zero, then the value of customer satisfaction (Y) is registration-1.035. Intangible variables regression coefficient Values (X 1) 0.224 is. Means if Intangible variables (X 1) 1-changing the value of consumer satisfaction coefficient (Y) will change of variable assuming 0.224 non other unchanged. Regression coefficients variables. Reliability (X 2) is of variable Reliability means if 0.215 (X2) change the value of the coefficient 1 consumer loyalty (Y) will change of variable assuming 0.215 non other unchanged. Responsiveness variable regression coefficient Values (X 3) is of 0.317. Means that if the variable Ketanggapan (X 3) 1-changing the value consumer satisfaction coefficient (Y) will change of variable assuming 0.317 non other unchanged. Coefficient regression variables (X 4) is the Belief of 0.204. Variable means that if belief (X 4) 1-changing the value consumer satisfaction coefficient (Y) will change of variable assuming 0.204 non other unchanged. Variable regression coefficient Values Empaty (X 5) is of 0.219. Means that if the variable Empaty (X 5) change the value of the coefficient 1 consumer satisfaction (Y) will change of variable assuming 0.219 non other unchanged.
As for the results of consumer research conducted for PT. POS Indonesia Branches Base questionnaire results through the Bun can be inferred that the consumer answer leads to customer satisfaction is good because it can be seen from the level of a statement which stated that they were satisfied and a high quality of service can provide an optimal satisfaction for consumers of PT. Pos Indonesia Branche Pangkalan Bun