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

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.