PENGARUH KOMPETENSI, KUALITAS PELAYANAN DAN CITRA TERHADAP KEPUASAN KONSUMEN (STUDI PADA KANTOR POS SEMOLOWARU TENGAH SURABAYA)

Abstract

This research examined the effect of competence, service quality, and image on consumers’ satisfaction (A Study at Surabaya Center Semolowaru Post Office). The competence was measured by faith and values, skills, experiences, personal characteristics, motivation, emotional issues, intellectual ability, and organizational culture. Moreover, service quality was measured by reliability, response, guarantee, empathy, and physical evidence. The image was measured by perception, cognition, or self-faith from each individual, and motive in which personal private pushed each certain activities to achieve objectives with customers’ satisfaction overall, customers’ hope confirmation, repurchasing intention, and willingness to recommend. The research was quantitative. Furthermore, the population was consumers of Surabaya Center Semolowaru Post Office. The data collection technique used probability sampling, i.e. purposive sampling, in which the sample was based on the criteria given. In line with that, there were 100 respondents. Additionally, the data analysis technique used multiple linear regression with SPSS 26. The result showed that competence, service quality, and image had a positive and significant effect on consumers’ satisfaction at Surabaya Center Semolowaru Post Office.