Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengguna Jasa pada Marpoken Delivery Kecamatan Panyabungan Kabupaten Mandailing Natal

Abstract

This research aims to analyze the impact of service quality on customer saticfaction at Marpoken Delivery, Panyabungan District, Mandailing Natal Regency. With a population of service users from January to June 2024 and a sample size of 100 respondents, the study employs a quantitative research approach. Data were collected through observation, documentation, and questionaires, and then analyzed using SPSS version 29 with various statistical tests, including the t-test. The results indicate a calculated t-value of 10.903, exceeding the critical t-value of 1.661, with a significance level of 0.001 (less than 0.05). this demonstrates a positive and signivicant effect of service quality on customer satisfaction, with service quality contributing 54.8%, the remaining 45.2% of customer satisfaction is influenced by other factors not examined in this study. This research emphsizes the importance of improving service quallity to enhance customer satisfaction.