Analysis The Influence of Service Quality On Customer Satisfaction of Domestic Postal Parcels at Kantor Pos Banjarmasin
Analysis The Influence of Service Quality On Customer Satisfaction of Domestic Postal Parcels at Kantor Pos Banjarmasin
Analysis The Influence of Service Quality On Customer Satisfaction of Domestic Postal Parcels at Kantor Pos Banjarmasin
ABSTRACT
This research is intended to know the influence of service quality (tangibles, reliability,
responsiveness, assurance and empathy) either partially or simultaneously to the
consumers’ satisfaction and to know the more dominant influence from quality service
(tangibles, reliability, responsiveness, assurance and empathy) to the Consumers’
Satisfaction of Post Package Service of PT. Pos Indonesia in Banjarmasin Post
Office.The theory used in this research is Marketing Management Theory related to the
service quality. It uses descriptive quantitative and case study using survey. This is also
explanatory. The technique of data collection is interview, distributing the questioners to
the sample for 100 respondents and documentation study. To test the hypothesis, it uses
multiple regression by using t-test an F-test. The result of study shows that service quality
can be seen from 5 dimensions: tangibles, reliability, responsiveness, assurance and
empathy as simultaneous and partial significant influence to the Consumers’ Satisfaction
of Post Package Service of PT. Pos Indonesia in Banjarmasin Post Office. In this
research, a variable which have significantly dominant influence is responsiveness
variable. With the value of determination coefficient (R Square) 69,4%, it means that the
independent variable may describe dependent variable, while the remaining 30,6% is
explained by the other independent variables which are not included in this study
model’s.
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Proceedings International Seminar On Accounting for Society
Bachelor Degree of Accounting Study Program, Faculty of Economy Universitas Pamulang
Auditorium Universitas Pamulang, March, 21st, 2018
postcards, postcards, and postal the company. To find out whether the
parcels and the issuance of new laws company has provided quality services
that guarantee freedom of business in accordance with consumer
courier service, so many service expectations, it is necessary to evaluate
companies that arise to emerge to from consumers.
participate enliven this messenger Good service quality is a very
courier, especially in the field of important thing to reach the market.
delivery of goods or packages. Consumer satisfaction is the level of
In the era of free trade as it happens consumer feeling after comparing the
today, every company faces increasingly perceived performance (outcome) with
fierce competition, not least in the field expectations (Fandy Tjiptono, 2000).
of courier service industry. Increased Consumer research to disclose consumer
intensity of competition and the number reactions to services provided by the
of competitors, demanding companies company with the level of satisfaction
engaged in courier services, to always associated with the service is very
pay attention to the needs and desires of relevant and required by a consumer-
consumers and trying to meet consumer oriented company.
expectations by providing services that During this time the concept and
are more satisfactory than those done by measurement of service quality or
competitors. Thus, only qualified service has grown rapidly. One tool that
companies can compete and dominate is often used in developing the
the market. measurement of service quality or
With the improvement of the service is a service quality measuring
quality of good services it will be able to tool that is SERVQUAL (Service
generate a consumer satisfaction, and Quality) developed by Parasuraman,
most likely can attract new customers. Zeithaml, and Berry (Lupiyoadi,
Customers or consumers who are 2001). Finding criteria that can provide
satisfied with a service product, will be a customer satisfaction are: Reliability,
loyal customer, or can be interpreted the Responsiveness, Assurance, Empati
consumer feels satisfied needs so that (empathy), and Tangible (Physical
will make repurchase of the service Evidence).
products. It is very profitable for the The results of Ida Manullang
company, because with the satisfaction (2008), shows that the quality of service
of consumer needs, the consumer will is the key to reach customers in a very
not glance at companies providing tight competition in the field of service
similar service products as well as most industry. Service-oriented company to
likely free promotion in the form of continuously improve the quality of its
word of mouth made by satisfied services, will be able to survive (even)
consumers to other consumers. become a leader in their field. With such
Implementation of the quality of a fierce competition, service quality has
services performed by a company a very influential role in the
engaged in services is to provide the best development of the courier service
service quality (service) for consumers industry. With the increasing number of
with the aim to create customer courier companies emerging over the
satisfaction. Quality provided by the last decade, retaining customers is
company, will cause consumer critical to the service companies
perceptions of the quality given to him. involved in the shipping industry. The
Often there is a difference between key to success in the Business Delivery
consumer expectations and consumer competition market is not the cost or the
perceptions of the quality provided by postage, but rather the distribution of
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Proceedings International Seminar On Accounting for Society
Bachelor Degree of Accounting Study Program, Faculty of Economy Universitas Pamulang
Auditorium Universitas Pamulang, March, 21st, 2018
waiters to satisfy their customers which advantage that is in the extent of the
in turn will create loyal customers to the network owned by the company, both
company. Making consumers feel place and space. Market size, the
satisfied is the main weapon that must shipping industry is quite tempting, the
be done by a courier company, the total market potential in the field of
company must be able to satisfy the logistics reaches hundreds of trillion
consumer, where the satisfied consumer rupiah. Demand (demand) for this
will be a loyal customer. delivery of goods is still possible to rise
Implementation of good service quality above that amount, in line with the
will be able to satisfy the consumer and improving conditions of the Indonesian
will eventually make the consumer economy.
loyal. Having a loyal customer is a key For more details, the following will
asset and key to a shipping company or present an overview of the volume of
a freight forwarder because it can packets and revenue value of
increase revenue. Banjarmasin Post Office from 2011 to
In the goods delivery business, POS 2016.
INDONESIA has a competitive
Based on the above table it can be seen Postal Union) on 1 May 1877, now
that the volume of packets and revenue Posindo has transformed into a "giant"
value from the logistics field at Post business entity for shipping services in
Office Banjarmasin for the last 2 (two) the country. With its outstanding postal
years has decreased condition. In 2011 service facilities, Posindo's activities
to 2014, revenues from this field of have been present in 34,722 villages in
logistics experienced a significant Indonesia. The number of post offices is
increase. Meanwhile, from 2015 to 3,876 units, 290 units of city posts,
2016, a sharp decline in revenue. 3.040 units of village post, 378 units of
It should be PT. Pos Indonesia postal houses, 878 units of post office,
(Posindo) in the face of competitors do 1673 postal agents, 344 village postal
not have to worry or fear with the agents, 452 units of cooperative postal
policies or strategies of competitors. agents.
Seeing at a glance Posindo in the On the other hand, private courier
shipping service industry then we seem company is relatively new 4 decades
to see the figure of Goliath in "battle" engaged in the business world in the
with a private courier in the service homeland. Call it KGP (Kerta Gaya
delivery industry. Pusaka), Elteha, Tiki and some other
Historically the post office in local players. According to Asperindo
Indonesia was present at the time of the (association of Indonesian express
Dutch East Indies Government. Logged delivery service company), there are
into a member of the UPU (Universal currently ± 500 private courier
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Proceedings International Seminar On Accounting for Society
Bachelor Degree of Accounting Study Program, Faculty of Economy Universitas Pamulang
Auditorium Universitas Pamulang, March, 21st, 2018
4
Proceedings International Seminar On Accounting for Society
Bachelor Degree of Accounting Study Program, Faculty of Economy Universitas Pamulang
Auditorium Universitas Pamulang, March, 21st, 2018
5
Proceedings International Seminar On Accounting for Society
Bachelor Degree of Accounting Study Program, Faculty of Economy Universitas Pamulang
Auditorium Universitas Pamulang, March, 21st, 2018
6
Proceedings International Seminar On Accounting for Society
Bachelor Degree of Accounting Study Program, Faculty of Economy Universitas Pamulang
Auditorium Universitas Pamulang, March, 21st, 2018
5. CONCLUSION REFERENCES
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Proceedings International Seminar On Accounting for Society
Bachelor Degree of Accounting Study Program, Faculty of Economy Universitas Pamulang
Auditorium Universitas Pamulang, March, 21st, 2018