Analisis Perbandingan Kualitas Pelayanan Pada PT. Pos Indonesia Dan J&T Express Di Tenggarong

Martha Trya Fatimah, Erwinsyah Erwinsyah, Aliffian Akbar
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引用次数: 1

Abstract

Abstract:   The purpose of this study was to compare the quality of service at PT Pos Indonesia and J&T Express in Tenggarong. The problem in this research is the reality that occurs in expedition services and at PT Pos Indonesia and J&T Express in Tenggarong related to consumer complaints such as delivery of goods not on time, checking through the item tracking feature sometimes errors, lost goods during delivery, goods have physical defects when arrive at the destination, the response to consumer complaints is not well served, and so on.This study uses quantitative data obtained from questionnaire data. The number of research samples as many as 100 people using purposive sampling method. The analysis tool uses the Mann Whitney U test.Based on the results of the study indicate that there are differences in service quality at PT Pos Indonesia and J&T Express in Tenggarong. This is evidenced from the results of calculations using SPSS, the Asym Sig value on the tangible dimension is 0.000, Asymp Sig on the empathy dimension is 0.013, Asymp Sig on the responsiveness dimension is 0.001, Asymp Sig on the reliability dimension is 0.013 and Asymp Sig on the guarantee 0.000. This shows that all dimensions have Asymp sig < 0.05, so the hypothesis which states "that there is a difference in service quality between PT Pos Indonesia and J&T Express in Tenggarong" is accepted because it is proven to be true.   Keywords: Service Quality, Tangible, Empathy, Responsiveness, Reliability, Assurance
分析印尼PT. Pos和J&T Express在腾格朗的服务质量比较
摘要:本研究的目的是比较印尼PT Pos和登加荣J&T Express的服务质量。本研究的问题是发生在远征服务和印尼PT Pos和腾加荣J&T Express与消费者投诉有关的现实情况,如货物不按时交付,通过物品跟踪功能检查有时会出错,在交付过程中丢失货物,货物到达目的地时存在物理缺陷,对消费者投诉的回应没有得到很好的服务,等等。本研究采用的定量数据来源于问卷调查数据。研究样本数量多达100人,采用有目的的抽样方法。分析工具使用Mann Whitney U检验。研究结果表明,印尼PT Pos与登加荣J&T Express的服务质量存在差异。这从SPSS计算结果可以看出,在有形维度上,Asymp Sig值为0.000,在共情维度上,Asymp Sig值为0.013,在反应性维度上,Asymp Sig值为0.001,在可靠性维度上,Asymp Sig值为0.013,在保证维度上,Asymp Sig值为0.000。这表明所有维度都有Asymp标志< 0.05,因此接受“印尼PT Pos与登加荣J&T Express的服务质量存在差异”的假设,因为它被证明是正确的。关键词:服务质量,有形,移情,响应,可靠性,保证
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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