Sari, Ita (2024) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. POS Indonesia Persero Kantor Cabang Utama Surabaya 60000. (The Influence of Service Quality on Customer Satisfaction at PT. POS Indonesia Persero Main Branch Office Surabaya 60000). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
![[img]](http://repository.untag-sby.ac.id/style/images/fileicons/text.png) |
Text (ABSTRAK)
ABSTRAK.pdf Download (1MB) |
|
Text (BAB I)
BAB I.pdf Restricted to Repository staff only Download (172kB) | Request a copy |
|
Text (BAB II)
BAB II.pdf Restricted to Repository staff only Download (102kB) | Request a copy |
|
Text (BAB III)
BAB III.pdf Restricted to Repository staff only Download (303kB) | Request a copy |
|
Text (BAB IV)
BAB IV.pdf Restricted to Repository staff only Download (493kB) | Request a copy |
|
Text (BAB V)
BAB V.pdf Restricted to Repository staff only Download (105kB) | Request a copy |
|
Text (LAMPIRAN)
LAMPIRAN.pdf Download (1MB) |
|
Text
LOA.pdf Download (389kB) |
|
Text (JURNAL)
JURNAL.pdf Restricted to Repository staff only Download (485kB) | Request a copy |
|
Text (JURNAL TURNITIN)
JURNAL TURNITIN.pdf Restricted to Repository staff only Download (1MB) | Request a copy |
![[img]](http://repository.untag-sby.ac.id/style/images/fileicons/other.png) |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/21/medium.jpg) |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/32/lightbox.jpg) |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/35/small.jpg) |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/45/lightbox.jpg) |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/46/preview.jpg) |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/72/preview.jpg) |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/73/medium.jpg) |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/84/lightbox.jpg) |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/97/lightbox.jpg) |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/99/medium.jpg) |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/112/medium.jpg) |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/123/lightbox.jpg) |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/33591/125/medium.jpg) |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
Abstract
PT. Pos Indonesia (Persero) Kebon Rojo Surabaya is one of the main post offices located in Surabaya. In the city of Surabaya, there are many goods delivery businesses competing for the market. PT Pos Indonesia is required to have more value in the eyes of the public so as not to lose its loyal customers. In its implementation, many people questioned the service quality of PT Pos Indonesia KCU Surabaya 60000 in providing parcel post services to them. This research was conducted with the aim of finding out how much influence service quality has on customer satisfaction at Pos Indonesia KCU Surabaya 60000. The magnitude of the influence of the service quality variable (X) in influencing customer satisfaction (Y) is 0.708, there is a strong relationship (with a positive direction). The contribution of the service quality variables (X) and customer satisfaction (Y) is 50.1264% so that 49.8736% (the remainder) of customer satisfaction (Y) is influenced by other variables. Based on the significance results where the t test on the service quality variable (X) obtained a calculated T value of 9.913. So the terserburt value is stated to be >1.660 T table and is declared significant, the null hypothesis (H0) is rejected and the alternative hypothesis (Ha) is accepted. So, service quality has a positive and significant influence on customer satisfaction. Based on the results of the data analysis presented above, it can be understood that the value of the equation is Y = A + Bx, Y = 1.834 + 0.296 Thus, it can be concluded that service quality has a positive and significant influence on customer satisfaction. Therefore, it is important for companies to prioritize improving the quality of their services. Good service quality will have a positive impact on customer satisfaction.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, Pt. Pos Indonesia (Persero) Kebon Rojo Surabaya |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik |
| Depositing User: | 1112000077 Ita sari |
| Date Deposited: | 06 Nov 2024 01:52 |
| Last Modified: | 06 Nov 2024 01:52 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/33591 |
Actions (login required)
 |
View Item |
