Mutia Dwi Wulandari : 19050101137, M (2024) PENGARUH KUALITAS PELAYANAN POS PAYMENT TERHADAP KEPUASAN PELANGGAN PADA PT. POS INDONESIA (PERSERO) KENDARI. Other thesis, IAIN Kendari.
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Abstract
ABSTRAK
Mutia Dwi Wulandari : 19050101137, Pengaruh Kualitas
Pelayanan Pos Pay Terhadap Kepuasan Pelanggan Pada PT. Pos
Indonesia (Persero) Kendari. Fakultas Ekonomi dan Bisnis Islam,
Institut Agama Islam Negeri Kendari Melalui Pembimbing I
Bapak Dr. Akmal ME dan Pembimbing II Bapak Abdul Wahid
Mongkito, S.Si., M.EI.
Penelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan Pos
Payment terhadap kepuasan pelanggan di PT. Pos Indonesia Kendari.
Penelitian ini merupakan penelitian kuantitatif yang menggunakan
sumber data primer dan sekunder. Populasi berjumlah 906 dan sampel
100 responden. Alat analisis menggunakan software SPSS 25. Hasil
penelitian menunjukkan bahwa uji parsial variable kualitas pelayanan
diperoleh nilai t hitung sebesar 0.407 dan nilai signifikan sebesar 0,685
sehingga karena nilai t hitung lebih kecil dari t table yaitu 0,407 <
1,290 dan nilai signifikan lebih besar dari 0,05 yaitu 0,685 > 0,05 maka
dapat disimpulkan bahwa secara parsial variable Kualitas Pelayanan
(X) mempunyai pengaruh positif tetapi tidak signifkan terhadap
Kepuasan Pelanggan (Y).
Kata Kunci : Kualitas pelayanan, Kepuasan Pelanggan
ABSTRACT
Mutia Dwi Wulandari : 19050101137, The Influence of Pos Pay
Service Quality on Customer Satisfaction at PT. Pos Indonesia
(Persero) Kendari. Faculty of Islamic Economics and Business,
Kendari State Islamic Institute through Supervisor I Mr. Dr.
Akmal ME and Supervisor II Mr. Abdul Wahid Mongkito, S.Sc.,
M.EI.
This research aims to examine the influence of Pos Payment service
quality on customer satisfaction at PT. Pos Indonesia Kendari. This
research is quantitative research that uses primary data sources. The
population was 906 and the sample was 100 respondents. The analysis
tool uses SPSS 25 software. The results of the research show that the
partial test of the service quality variable obtained a calculated t value
of 0.407 and a significant value of 0.685, so because the calculated t
value is smaller than the t table, namely 0.407 < 1.290 and the
significant value is greater than 0.05 namely 0.685 > 0.05, so it can be
concluded that partially the Service Quality variable (X) has a positive
but not significant influence on Customer Satisfaction (Y).
Keywords: Service quality, customer satisfaction
Item Type: | Thesis (Other) |
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Additional Information: | Kata Kunci : Kualitas pelayanan, Kepuasan Pelanggan |
Uncontrolled Keywords: | Kata Kunci : Kualitas pelayanan, Kepuasan Pelanggan |
Subjects: | Ekonomi > Manajemen |
Divisions: | Fakultas Ekonomi dan Bisnis Islam > Prodi Ekonomi Syariah |
Depositing User: | Unnamed user with username asni |
Date Deposited: | 28 May 2024 02:18 |
Last Modified: | 28 May 2024 02:18 |
URI: | http://digitallib.iainkendari.ac.id/id/eprint/2589 |
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