ANALISIS KUALITAS PELAYANAN PUBLIK GAJI PENSIUNAN TERHADAP KEPUASAN PELANGGAN PADA KANTOR POS UJUNG BERUNG KOTA BANDUNG

Abstract

This study aims to determine the quality of public services for pensioners' salaries on
the quality of services at the Ujung Berung Post Office, Bandung City. The research
method used is a quantitative method. For data collection techniques through
literature study, observation, and questionnaires. And for the data analysis technique,
the writer uses validity, reliability, correlation coefficient, determination coefficient,
hypothesis testing using Microsoft Excel 2010 and SPSS 20 for windows. Based on the
results of the research that has been carried out, it can be concluded that there is a
relationship between the influence of the variable X (Service Quality) on the Y
variable (Customer Satisfaction), it is known from the t test results that the t count
value is higher than t table (5.081 > 1.697). The correlation coefficient value of 0.788
means that the relationship between the influence of the variable X (Quality of
Service) on the variable Y (Customer Satisfaction) is strong. The value of the
coefficient of determination of 0.620 means that the variable Y (Customer
Satisfaction) is influenced by the variable X (Service Quality) by 62.0% and the rest is
influenced by other variables that the authors did not examine.