PENGARUH KUALITAS PELAYANAN, LOKASI DAN FASILITAS TERHADAP KEPUASAN PELANGGAN DI PT.POS INDONESIA (PERSERO) MOJOKERTO

HENANIDA FAUZYYAH, HENANIDA FAUZYYAH (2019) PENGARUH KUALITAS PELAYANAN, LOKASI DAN FASILITAS TERHADAP KEPUASAN PELANGGAN DI PT.POS INDONESIA (PERSERO) MOJOKERTO. Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

ABSTRACT Fauzyyah, Henanida, 2018. Effect of Service Quality, Location and Facilities on Customer Satisfaction at PT. Pos Indonesia (Persero) Mojokerto. Thesis / final project, Studdi Program in Marketing Management, Faculty of Economics, Majapahit Islamic University (UNIM). Advisor I : Budi Utami, SE., M.M Supervisor II : Rika Dwi Harsasi, SE., M.SM This research was conducted at PT. Pos Indonesia (Persero) Mojokerto. The title of this research is "The Effect of Service Quality, Location and Facilities on Consumer Satisfaction at PT. Pos Indonesia (Persero) Mojokerto ". This research is a type of research that is quantitative descriptive. The method used is questionnaire, interview, observation and documentation. The purpose of this study is to find out whether service quality, location and facilities affect consumer satisfaction at PT. Pos Indonesia (Persero) Mojokerto. In this study the author took the Hypothesis, allegedly that Service Quality, Location and Facilities have significant effect both simultaneously and partially on Consumer Satisfaction at PT. Pos Indonesia (Persero) Mojokerto. This study uses questionnaires or questionnaires with a total sample of 184 consumers at PT. Pos Indonesia (Persero) Mojokerto as a respondent. The analysis technique used multiple linear regression test which aims to find or calculate whether there is influence or not, between Service Quality, Location and Facilities. The results of testing the first hypothesis shows that the variable Service Quality (X1) does not have a partial effect on the Variable of Customer Satisfaction at PT. Pos Indonesia (Persero) Mojokerto (Y), this is based on the tcount <ttable or 1,248 <1,654. The results of testing the second hypothesis shows that the location variable (X2) has a partial effect on the variable of customer satisfaction at PT. Pos Indonesia (Persero) Mojokerto (Y), this is based on the value of tcount> t table or 6,064> 1,654. The results of testing the third hypothesis shows that the Facility variable (X3) has a partial effect on the Variable Customer Satisfaction at PT. Pos Indonesia (Persero) Mojokerto (Y), this is based on tcount> t table or 2,105> 1,654. The results of the fourth hypothesis testing indicate that the variable Service Quality (X1), Location (X2) and Facilities (X3) simultaneously affect the Variable Customer Satisfaction at PT. Pos Indonesia (Persero) Mojokerto (Y), this is based on the Fcount value> Ftable or 501.688> 2.65. Keywords: Service Quality, Location, Facilities, Customer Satisfaction

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