ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DI JAYA RAYA SOLUTION PALEMBANG

Ali, Suryanto (2016) ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DI JAYA RAYA SOLUTION PALEMBANG. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

ABSTRACT This research aims to analyze the influence between the quality of service that consists of 5 dimensions of service quality: physical evidence, reliability, ketanggapan, assurance and empathy toward customer satisfaction in Jaya Raya Solution in Palembang. The population in this research is the customer/community who visited the Jaya Raya Solution Palembang. The sample used as many as 100 respondents and use nonprobability sampling technique. A type of nonprobability sampling purposive sampling is used where the information is drawn from members of the population who are willing to fill out the questionnaire. Hypothesis testing using multiple regression analysis method with the help of SPSS 16. The results of this research show that tangible variables, responsiveness, assurance, and influential emphaty significantly to customer satisfaction, whereas variables do not affect reliability significantly to customer satisfaction. Keywords: service quality, customer satisfaction.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Keywords: service quality ; customer satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Theses - S1 > Management Study Program
Depositing User: Student Staf Yulia Rasita
Date Deposited: 27 Apr 2022 11:40
Last Modified: 27 Apr 2022 11:40
URI: http://eprints.ukmc.ac.id/id/eprint/7659

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