The Influence of Communication Quality and Service Facility Availability on Public Perception of Employee Professionalism at the Post Office of PT. Pos Indonesia (Persero) Tbk KCP Sialang Buah

Abstract

This study aims to examine and analyze the partial and simultaneous effects of communication quality and public service facility availability on public perception toward employee professionalism. The research approach utilized is descriptive quantitative. The study was conducted at PT. Pos Indonesia Tbk KCP Sialang Buah, with the service users or customers acting as the research subjects. The sample consisted of 100 respondents selected through specific sampling techniques from the customer population. Data were collected by distributing structured questionnaires measured on a Likert Scale. The data were processed statistically using SPSS version 19 software through validity testing, reliability testing, classic assumption tests, multiple linear regression analysis, partial hypothesis testing (t-test), simultaneous hypothesis testing (F-test), and the coefficient of determination. The partial test (t-test) indicated that communication quality has a positive and significant effect on the perception of employee professionalism with a value of t count > t table (6.117 > 1.9847). The availability of service facilities also shows a partial positive and significant effect with a value t count > t table (4.012 > 1.9847). Furthermore, the simultaneous test (F-test) proved that both independent variables jointly exert a significant effect on the dependent variable F count 448.809 > F table ( 3.09) with a significance level of 0.000 < 0.05. The coefficient of determination result of 0.902 indicates that 90.2% of the variation in employee professionalism perception is explained by communication and facilities, while the remaining 9.8% is influenced by other external factors.