PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (STUDI KASUS KANTOR POS CABANG CIAWI TASIKMALAYA)

The post office is one of the state companies engaged in mail and goods delivery services as well
as other services that are quite large in Indonesia it has mony branches in various regions. One of
them is Ciawi Post Office Branch, as much as possible gives satisfactionto its customers by
continuing to provide good service quality.The purpose of research in ciawi post office branch is
to determine: 1) The quality of service in Ciawi Post Office Branch 2) Consumer satisfaction in
Ciawi Post Office Branch 3) The effect of service quality to custumer satisfaction in Ciawi Post
Office Branch.The research method used in this study is descriptive method. The population in this
study are consumers of the Ciawi Branch of the Post Office, and the sample is 96 peoples by using
the Lemeshow formula with non-probability techniques and in distributing the questionnaire using
incidental techniques. The data used in this study are primary data and secondary data. The
analytical tool used is simple regression. The results of this study indicate that: 1) The quality of
service in Ciawi Post Office Branch is in good classification 2) Consumer satisfaction in Ciawi Post
Office Branch is in the sufficient classification 3) The service quality has a significant influence to
customer satisfaction in Ciawi Post Office Branch.