Excellent Service Untuk Meningkatkan Kepuasan Pelanggan Pada Bisnis Filateli

Da’wah Iqbal Kurniadhy Slamet Bisri Istiatin

Sari


This research was aim for to know the effect of excellent service that consisting of tangible, reliability, responsiveness, assurance, empathy simultant to customer satisfaction on philately business in Yogyakarta Post Office. This research use qualitative and quantitative methods with some instrument like validity test, reliability, multiple linier analysis, simultant test f, t test, coefficient of determination test, classical assumption test (test data normality, multikolinearity test, and heteroskedastisity test). The number of population members in this study is finite or can be calculated. This is done because given the limited time available, then the sampling method using convenience sampling namely taking a sample by chance. According to the results of the study showed that the variables of tangible, reliability, responsiveness, assurance and empathy, together have an influence on philatelic customer satisfaction in Yogyakarta Post Office. The result of this study indicate that these variables should not be ignored and should be improved the quality of service in order to maintain customer loyality.

Kata Kunci


Excellent Service, Customer Satisfaction, Quality of Services

Teks Lengkap:

PDF

Referensi


Akbar, M.M. and Parvez, N., 2009. Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC Journal, 29(1), pp.24-38.

Aryani, D. and Rosinta, F., 2011. Pengaruh kualitas layanan terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan. Bisnis & Birokrasi Journal, 17(2), pp.114-126.

Asih, N.S., Nuridja, I.M. and Zukhri, A., 2016. Pengaruh Pelayanan Prima (Service Excellent) terhadap Kepuasan Pelanggan Salon Agata Singaraja. Jurnal Pendidikan Ekonomi Undiksha, 7(2).

Azlina, 2014. Kualitas Pelayanan Prima (Service Excellent) Pada Instalasi Rawat Inap Penyakit Dalam Pasien Kurang Mampu (Studi Di Rsud Kota Tanjungpinang). http:// jurnal.umrah.ac.id, diakses tanggal 11 Desember 2017

Badan Penelitian dan Pengembangan Sumber Daya Manusia Kementerian Komunikasi dan Informatika. 2014. Jurnal Penelitian Pos dan Informatika, ISSN. 2088-9402. Vol 4, No. 2 Desember 2014. Jakarta

Bahar, T., Tamin, O.Z., Kusbiantoro, B.S. and Frazila, R.B., 2009. Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Penggunaan Moda Angkutan Umum Informal (Studi Kasus Ojek Sepedamotor). Makalah Simposium XII FSTPT, Universitas Kristen Petra Surabaya.

Erlando, E., 2012. Analisis Pengaruh Pelayanan Prima (Service Excellence) Terhadap Kepuasan Pelanggan (Studi Pada Spbu Pertamina 34-12708).

Irawan, H., Sugiarto, Y. and Rahardjo, S.T., 2012. Membangun Kepuasan Pelanggan Melalui Pelayanan Prima (Studi Kasus Di Spbu 44.581. 05 Wirosari–Grobogan) (Doctoral dissertation, Diponegoro University).

Lupiyoadi, R. and Hamdani, A. 2009, Manajemen pemasaran jasa. Salemba Empat, Edisi, 2.

Semuel, H. and Wijaya, N., 2010. Service quality, perceive value, satisfaction, trust, dan loyalty pada PT. Kereta Api Indonesia menurut penilaian pelanggan Surabaya. Jurnal Manajemen Pemasaran, 4(1), pp.2337.

Setiyono, W. and Yunanto, M., 2012. Hubungan Implementasi Pelayanan Prima (Service Excellence) Terhadap Kepuasan Nasabah (Studi Kasus Kc Bank Dki Syariah Wahid Hasyim).

Tjiptono, F. 2010, Strategi Pemasaran Jasa. Yogyakarta, Penerbit Andi

Valentino, J., 2012. Pengaruh Pelayanan Prima (Service Excellence) Terhadap Kepuasan Pelanggan di Prima Swalayan Cabang Nganjuk. Jurnal Ilmiah Mahasiswa FEB, 1(2).

Yulandari, A., 2009. Analisis Pengaruh Kualitas Pelayanan Garuda Indonesia Airways Terhadap Kepuasan Konsumen di Kota surakarta. Jurnal Bisnis dan Kewirausahaan, 2(3), pp. 170-110.


Refbacks

  • Saat ini tidak ada refbacks.