ANALYSIS OF THE EFFECT OF PICKPOS SERVICE QUALITY, TIMELINESS, AND SHIPPING RATES ON CUSTOMER SATISFACTION (A STUDY AT THE KRAKSAAN POST OFFICE, PROBOLINGGO)

Abstract

This study aims to analyze the effect of PickPos service quality, punctuality, and shipping rates on customer satisfaction at the Kraksaan Post Office, Probolinggo. The background of this study is based on the increasing competition in the shipping service industry in the digital era, which has caused some customers to switch to other shipping services. Customer satisfaction is a key factor for business sustainability, so it is important to assess the variables that influence it. The method used is descriptive quantitative research with a survey technique. The research population includes 150 customers of the Kraksaan Post Office, with a sample of 75 respondents selected using purposive sampling, namely customers who have made at least six transactions. Data was collected through questionnaires and then analyzed using validity and reliability tests, t-tests, and f-tests. The results showed that the quality of PickPos service and timeliness had a significant effect on customer satisfaction, while shipping rates had no significant effect. These findings indicate that customers place more emphasis on speed and service quality than on cost. Responsive, friendly, and timely service quality has been proven to increase customer trust and loyalty to the Kraksaan Post Office. Customer satisfaction with the Kraksaan Post Office is more influenced by service quality and timeliness than shipping rates. Therefore, improving service quality and consistency in timeliness are key strategies to strengthen the competitiveness of the Post Office amid the rise of private shipping services.