TA DIGITAL
Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Pengguna Layanan Customer Complaint Handling (CCH) pada PT POS Indonesia (Persero) Semarang
Customer complaint handling is one of the company's strategy to maintain and to establish good relations with customers. If the customer complaint is resolved then customer satisfaction will be achieved.
The purposes of the study are analysing the influence of service quality which variables consist of tangible, reliability, responsiveness, assurance, and emphaty to the customer complaint handling (cch) users satisfaction on PT. Pos Indonesia (PERSERO) Semarang.
The methods of collecting the data used are to observation and questionnaires. The type of the data are qualitative and quantitative. Then, the source of data is primary sources and secondary sources.
The result t-test from analysis indicated that t count of tangible = 2,276, reliability = 2.288, responsiveness = 4,148, assurance = 2,128, and emphaty = 2,227 are bigger than t table 2,007 by using two side test of 5%. The results of this study shows that tangible, reliability, responsiveness, assurance, and emphaty have a significant influence to the customer complaint handling (cch) users on PT Pos Indonesia (PERSERO) Semarang
Then, the result Coefficient of Determination (Adusted R Square) was 0,554 or 55,4% of increasing customer satisfaction was influenced by the service quality of the news which variables consist of tangible, reliability, responsiveness, assurance, and emphaty. Whereas the other 44,6% was influenced by another variable which was not observed by the writer.
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