INTAN YULIA SARI (2018) PENGARUH LAYANAN CUSTOMER RELATIONS TERHADAP KEPUASAN PELANGGAN DI PT. POS INDONESIA (PERSERO) CABANG PEKANBARU. Skripsi thesis, Universitas Islam Negeri Sultan Syarif Kasim Riau.

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Abstract

PT Pos Indonesia is the oldest post or delivery service company established in 1946 in Indonesia. A crucial aspect in customer relations is providing satisfaction toward customers. In implementing the customers satisfaction, PT Pos Indonesia makes a „customer service‟ program to improve the quality of customer relations program. The research problem is whether there is an effect of Customer Relations Service toward the Customers‟ Satisfaction at PT Pos Indonesia Pekanbaru. This is a quantitative study by using questionnaires to get data. The populations are 1849 and the samples are 95 respondents. To study the correlation between customer relations and customers‟ satisfaction, it uses product moment correlation test. To examine the effect between customer relations and customers‟ satisfaction, it uses simple linear regression test. The result of product moment correlation test shows that customer relations service (X) has strong enough correlation toward the customers‟ satisfaction (Y) with the correlation coefficient value about 0,532. Based on the simple linear regression test, sig is about 0,000 which means that customer relations service (X) has an effect toward the customers‟ satisfaction (Y). This is because 0,000 is smaller than 0,05. Based on the interpretation value (β = 0,532), customer relations service has an effect about 0, 532 or 53%. This is strong enough since it is between the interval 0,40 and 0,599. Keywords : Effect, Customer Relations, Service, Customers‟ Satisfaction

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