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

  • Masrukin Masrukin Universitas Muhammadiyah Palangkaraya
  • Hermanto Hermanto Universitas Muhammadiyah Palangkaraya
Keywords: Service quality, Customer satisfaction, Raskin

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 Biography

Masrukin Masrukin, Universitas Muhammadiyah Palangkaraya

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Published
2016-10-17
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. Restorica: Jurnal Ilmiah Ilmu Administrasi Negara Dan Ilmu Komunikasi, 2(2), 1-5. https://doi.org/10.33084/restorica.v2i2.736