ANALYSIS THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION OF DOMESTIC POSTAL PARCELS AT KANTOR POS BANJARMASIN

Abstract

ABSTRACT

This research is intended to know the influence of service quality (tangibles, reliability, responsiveness, assurance and empathy) either partially or simultaneously to the consumers’ satisfaction and to know the more dominant influence from quality service (tangibles, reliability, responsiveness, assurance and empathy) to the Consumers’ Satisfaction of Post Package Service of PT. Pos Indonesia in Banjarmasin Post Office.The theory used in this research is Marketing Management Theory related to the service quality. It uses descriptive quantitative and case study using survey. This is also explanatory. The technique of data collection is interview, distributing the questioners to the sample for 100 respondents and documentation study. To test the hypothesis, it uses multiple regression by using t-test an F-test. The result of study shows that service quality can be seen from 5 dimensions: tangibles, reliability, responsiveness, assurance and empathy as simultaneous and partial significant influence to the Consumers’ Satisfaction of Post Package Service of PT. Pos Indonesia in Banjarmasin Post Office. In this research, a variable which have significantly dominant influence is responsiveness variable. With the value of determination coefficient (R Square) 69,4%, it means that the independent variable may describe dependent variable, while the remaining 30,6% is explained by the other independent variables which are not included in this study model’s.

Key Words: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Satisfaction of Consumers