Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

The Influence of Service Quality on Customer Satisfaction in the Public Company Office of the Logistics Affairs Agency of Sampit City, East Kotawaringin Regency

Authors

  • Masrukin Masrukin Universitas Muhammadiyah Palangkaraya
  • Hermanto Hermanto Universitas Muhammadiyah Palangkaraya

DOI:

https://doi.org/10.33084/restorica.v2i1.1013

Keywords:

Service quality, Customer satisfaction

Abstract

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

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Author Biographies

Masrukin Masrukin, Universitas Muhammadiyah Palangkaraya

Universitas Muhammadiyah Palangkaraya

Hermanto Hermanto, Universitas Muhammadiyah Palangkaraya

Universitas Muhammadiyah Palangkaraya

References

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Nurhasanah, N., Manto, D. 2016. Kualitas Pelayanan Pembuatan Paspor Di Kantor Imigrasi Kelas I Palangka Raya. Pencerah Publik. 3(2):39-47.
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Sugiyono, 2014. Metode Penelitian Kombinasi (Mixed Methods). Bandung: Alfabeta.
Syafrudin, 2011. Manajemen Mutu Pelayanan. Jakarta : CV Trans Info Media.
Tjiptono, Fandy. 2014. Pemasaran Jasa. Yogyakarta : C.V ANDI OFFSET.

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Published

2016-04-02

How to Cite

Masrukin, M., & Hermanto, H. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur: The Influence of Service Quality on Customer Satisfaction in the Public Company Office of the Logistics Affairs Agency of Sampit City, East Kotawaringin Regency. Restorica: Jurnal Ilmiah Ilmu Administrasi Negara Dan Ilmu Komunikasi, 2(1), 1–5. https://doi.org/10.33084/restorica.v2i1.1013

Issue

Vol. 2 No. 1 (2016): Restorica: Jurnal Ilmiah Ilmu Administrasi Negara dan Ilmu Komunikasi

Section

Articles

License

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