PENGARUH KUALITAS PELAYANAN TERHADAP BEHAVIORAL INTENTION (STUDI PADA PELANGGAN PT. POS INDONESIA (PERSERO) CABANG TUAL)
DOI:
https://doi.org/10.33477/bs.v4i1.525Abstract
Variabel bebas yang terdiri dari Tangible (X1), Reliability (X2), Responsiveness (X3), Asurance (X4) dan Empathy (X5) yang berpengaruh signifikan secara simultan terhadap Behavioral Intention (Y). Variabel Tangible (X1), Asurance (X4) dan Empathy (X5) yang berpengaruh signifikan secara partsial terhadap Behavioral Intention (Y), sedangkan Reliability (X2) dan Responsiveness (X3) tidak berpengaruh secara signifikan. Dari kelima variabel bebas yang terdiri dari Tangible (X1), Reliability (X2), Responsiveness (X3), Asurance (X4) dan Empathy (X5), yang paling berpengaruh terhadap Behavioral Intention adalah Empathy kata kunci: kualitas pelayanan, Behavioral intention, pos IndonesiaReferences
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