HUBUNGAN PERSEPSI TERHADAP KUALITAS PELAYANAN DENGAN KEPUASAN PELANGAN JASA EKSPEDISI AGEN KANTOR POS DI YOGYAKARTA

Sulaksono, Muhammad Dhandy (2017) HUBUNGAN PERSEPSI TERHADAP KUALITAS PELAYANAN DENGAN KEPUASAN PELANGAN JASA EKSPEDISI AGEN KANTOR POS DI YOGYAKARTA. Skripsi thesis, Universitas Mercu Buana Yogyakarta.

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Abstract

THE PERCEPTION OF CORRELATION TO SERVICE QUALITY WITH CUSTOMER SATISFACTION OF POST OFFICE AGENT EXPEDITION SERVICE IN YOGYAKARTA Mohammad Dhandy Sulaksono 12081224 Anwar, M.Si Faculty of Psychology Mercu Buana University of Yogyakarta sulaksonodandy@gmail.com ABSTRACT The study is a correlational study that aims to examine the correlation between perceptions of service quality with customer satisfaction expedition services Post Office Agent in Yogyakarta. The hypothesis proposed in this research is a positive relation between the service of Post Office Agent in Yogyakarta. Subjects in this study as many as 59 customers from the Post Office Agent who had used the expedition services Post Office Agency at least 2 times. Data collection in this study using the scale method, namely the Perception Scale of Service Quality and Customer Satisfaction Scale. Data analysis technique used is by Product-Moment analysis. Based on the data analysis, the results obtained rxy = 0, 462 with significance level p <0.01 which means that there is a positive relationship between perceptions of service quality with customer satisfaction expedition services Post Office Agent in Yogyakarta and the proposed hypothesis accepted. The results showed there was a positive correlation between Perceptions of Service Quality and Customer Satisfaction of Expedition Service of Post Office Agent in Yogyakarta, where the more positive perception on the quality of service, the higher the customer satisfaction of Post Office Agent in Yogyakarta, the more negative the perception on the quality of service then the lower the customer satisfaction expedition services Post Office Agent in Yogyakarta. Keywords : Perception of service quality, customer satisfaction, Post-office agent.

Item Type: Thesis (Skripsi)
Subjects: B Philosophy. Psychology. Religion > B Philosophy (General)
Divisions: Fakultas Psikologi > Program Studi Psikologi
Depositing User: Psikologi UMBY
Date Deposited: 18 Aug 2017 03:18
Last Modified: 18 Aug 2017 03:18
URI: http://eprints.mercubuana-yogya.ac.id/id/eprint/55

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