TA DIGITAL
Analisis pengaruh kualitas pelayanan jasa Pos Pay terhadap loyalitas pelanggan pada PT Pos Indonesia (Persero) kantor area VI Jawa Tengah dan DIY
Along with the advances in technology, the desire to use the services of PT Pos Indonesia to exchange information in the form of ordinary mail delivery has been decreasing sharply. PT Pos Indonesia develops its business by launching new service, namely Pos Pay (Payment Post). Post pay can meet customers’ needs. PT Pos Indonesia does some strategies to draw and to defend customers that will create customers’ loyalty. One of the efforts made by PT Pos Indonesia is to increase the service quality.
This research aimed to analyze the influence of the pos pay service quality including 5 dimensions consisting of tangible, reliability, responsiveness, assurance, and empathy. The sample collection technique in this research was purposive sampling with 100 pos pay customers with the age of at least 17 years old and have ever made a transaction at least 2 times. The Methods of data collection in final project are a questionnaire and literature. The analysis technique used is multiple linear regressions.
The results of hypothesis testing all the variables (tangible, reliability, responsiveness, assurance, and empathy) with alpha value 0.05 show a positive and significant effect to customer loyalty. The most influence variable to customers’ loyalty is empathy variable based on the value of standardized coefficients for 0280. Based on the calculation of the coefficient of determination obtained 0.915 results means customers’ loyalty is influenced by variable direct tangible, reliability, responsiveness, assurance, and empathy for 91.5%, while the remaining 8.5% is influenced by other variables.
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