TA DIGITAL
Analisis Pengaruh Dimensi Kualitas Pelayanan Jasa terhadap Kepuasan Konsumen Adira Finance Semarang pada Sistem Pembayaran Online di PT. Pos Indonesia (Persero) Kanwil VI Semarang Periode Januari - Mei 2013
Payment online system is one of the company’s strategy to give facilities customers in a payment or acquittance.
The purposes of the study are how much the influence of dimensions service quality which variables consist of tangible, reliability, responsiveness, assurance, and emphaty to the user satisfaction Adira Finance of Semarang that visited and used the payment online system on PT. Pos Indonesia (Persero) Regional Office VI Semarang Period January to May 2013.
Population in the research are all customer Adira Finance of Semarang that visited and used the system online payment on PT. Pos Indonesia (Persero) Regional Office VI Semarang Period January to May 2013. Samples used in this research 100 respondents by using the technic purposive sampling and accidental sampling and using device regression analysis. The methods of collecting the data used to interview, questionnaires, and literature study. The type of the data are qualitative and quantitative. Then, the source of data is primary sources and secondary sources.
F test analysis indicated that F count of 16,001 were bigger than F table 2,31 by using one side test of 5%, the result of this study shows that tangible, reliability, responsiveness, assurance, and emphaty has significant and positive influence to the customers satisfaction payment online system on PT. Pos Indonesia (Persero) Regional Office VI Semarang.
Then, the result of Coefficient of Determination (Adjusted R Square) was 0,431 or 43,1% of increasing customer satisfaction was influenced by dimensions service quality which variables tangible, reliability, responsiveness, assurance, and emphaty. Where as the other 56,9% was influenced by another variable which was not observed by the writer.
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