FIRDAUSYAH, SOFIANA AMINI and Supriadi, Oman and Rahmawati, Rahmawati (2011) PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PENERIMA DANA PENSIUN DI PT POS INDONESIA KOTA SERANG. Lainnya thesis, Universitas Sultan Ageng Tirtayasa.
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PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PENERI - Copy.pdf Download (5MB) | Preview |
Abstract
Sofiana Amini Firdausyah, NIM 072746, Pengaruh Kualitas Pelayanan terhadap Tingkat Kepuasan Penerima Dana Pensiun di PT. Pos Indonesia Kota Serang. Program Studi Ilmu Administrasi Negara, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Sultan Ageng Tirtayasa, Serang 2011. Pembimbing I H. Oman Supriadi, S.Sos, M.Si. Pembimbing II Rahmawati S.Sos, M.Si. Kata Kunci : Kualitas Pelayanan, Kepuasan Penerima Dana Pensiun. Fokus penelitian ini adalah Pengaruh Kualitas Pelayanan terhadap Tingkat Kepuasan Penerima Dana Pensiun di PT. Pos Indonesia Kota Serang. Tujuan penelitian ini adalah untuk mengetahui seberapa besar kualitas pelayanan di PT. Pos Indonesia Kota Serang, untuk mengetahui seberapa besar tingkat kepuasan penerima dana pensiun di PT. Pos Kota Serang, mengetahui seberapa besar pengaruh kualitas pelayanan terhadap kepuasan penerima dana pensiun di PT. Pos Indonesia Kota Serang, mengetahui faktor-faktor penghambat kualitas pelayanan di PT. Pos Indonesia Kota Serang, dan mengetahui usaha-usaha yang dilakukan untuk memberikan pelayanan yang baik terhadap kepuasan penerima dana pensiun di PT. Pos Indonesia Kota Serang. Metode penelitian yang digunakan adalah Kuantitatif dengan pendekatan asosiatif. Jumlah sampel dalam penelitian ini adalah sebanyak 267 responden. Tekhnik penentuan sampel penelitian yang digunakan adalah tekhnik proportional area random sampling. Berdasarkan hasil penelitian yang sudah dilakukan dapat ditarik kesimpulan bahwa kualitas pelayanan PT. Pos Indonesia Kota Serang sebesar 68,01% dengan tingkat kepuasan penerima dana pensiun sebesar 62,57%, dan terdapat pengaruh sebesar 0,492 atau 49,2%, dengan hipotesis Ho (0,000 < 0,05) maka Ho ditolak dan Ha diterima. Selanjutnya diketahui pula bahwa terdapat hubungan yang kuat dan signifikan dengan uji korelasi sebesar 0,702, koefisien determinasi sebesar 49,2%, serta uji signifikasi korelasi yaitu harga t hitung lebih besar dari t tabel (16,030 > 1,960), maka Ho ditolak dan Ha diterima. Faktor-faktor penghambat kualitas pelayanan di PT. Pos Indonesia Kota Serang adalah kurang terdapat banyak kursi di ruang tunggu dan kurangnya ketersediaan fasilitas penunjang (jumlah loket, pengeras suara, monitor nomer antrian, mesin nomor antrian). Saran yang dapat peneliti berikan pada PT. Pos Indonesia Kota Serang dalam hal pelayanan, PT. Pos Indonesia Kota melakukan peningkatan fasilitas penunjang dan kursi disediakan dalam jumlah banyak, melakukan pelatihan-pelatihan kepada para pegawai, memperluas ruang tunggu penerimaan dana pensiun, kinerja pegawai penerimaan dana pensiun PT. Pos Indonesia Kota Serang harus lebih ditingkatkan.
| Item Type: | Thesis (Lainnya) |
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| Additional Information: | Sofiana Firdausyah Amini, NIM 072746, The Influence of Service Quality to The Retired Fund Recipient Satisfaction in PT. Pos Indonesia Serang. The Study Program of Public Administration, The Faculty of Social and Political Sciences, University of Sultan Ageng Tirtayasa, Serang 2011. The first Advisor H. Oman Supriadi, S.Sos, M.Si. The second Advisor Rahmawati S.Sos, M.Si. Keywords: Service Quality, The Retired Fund Recipient Satisfaction. Focus of this research is The Influence of Service Quality to The Retired Fund Recipient Satisfaction in PT. Pos Indonesia Serang. This research purpose for to know how much the service quality in PT. Pos Indonesia Serang, to know how much the level of the satisfaction of retired fund recipient in PT. Pos Kota Serang, to know how much influence of service quality to the retired fund recipient satisfaction in PT. Pos Indonesia Serang, to know the inhibiting factors of service quality in PT. Pos Indonesia Serang, and to know the efforts made to provide good service to the satisfaction of retired fund recipient in PT. Pos Kota Serang. This research method used is associative with approach quantitative. The number of samples in this research were as many as 267 respondents. Samples technic of the determination this research is a random sampling technique proportional area. Based on the results of the research has been done can be concluded that the service quality of PT. Pos Indonesia Serang was 68.01% with a satisfaction of retired fund recipient in PT. Pos Kota Serang was 62.57%, and the influence of service quality to the retired fund recipient satisfaction in PT. Pos Indonesia Serang was 0.492 or 49.2%, with the hypothesis Ho (0.000 <0.05), then Ho is rejected and Ha accepted. Furthermore, know also that there is a strong and significant correlation with the test was 0.702, the coefficient determination was 49.2%, and the significance test of correlation is count of t’s price is greater than the table of t (16.030> 1.960), then Ho is rejected and Ha accepted. Then the inhibiting factors service quality in the PT. Pos Indonesia Serang City is the less there are many chairs in the waiting room and the lack availability of support facilities (number of counters, speakers, monitor the queue number, machine number queues). Advice from researchers can give for PT. Pos Indonesia Serang seek in terms of service, make improve the service quality in order to better maintain a satisfactory level of service and the availability os seats in large quantities, conduct traning to employees, expand the waiting room receiving a retired fund receipent, performance of an empoloyee receiving retired fund recipient in PT. Pos Indonesia Serang be further improved. |
| Subjects: | H Social Sciences > Public Administration H Social Sciences > H Social Sciences (General) |
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
| Depositing User: | Admin Eprints Untirta |
| Date Deposited: | 29 Jan 2019 03:07 |
| Last Modified: | 29 Jan 2019 03:07 |
| URI: | http://eprints.untirta.ac.id/id/eprint/1241 |
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