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

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.