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Pengaruh kualitas pelayanan terhadap Kepuasan konsumen di took SK. Inovasi PGS Surabaya
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ABSTRACT
The purpose of this study is to determine whether the dimensions of service quality that is tangible, reliability , responsiveness , assurance , and empathy influence on customer satisfaction in SK Innovation PGS Surabaya store, using multiple regression analysis with the F test and t test is to determine the variables partially , simultaneously and dominantly .
The population in this study is the consumers who shop in the SK Innovation PGS Surabaya store more than two times . The sample of 100 respondents was taken using purposive sampling technique which will be used when the researcher has a personal judgment in selecting individuals sampled Hypothesis authors suspect that the independent variables of service quality consists of tangible, reliability, responsiveness, assurance, and empathy simultaneously affect the consumer satisfaction in receiving services provided in the SK Innovation PGS Surabaya store has been proven . This can be proved by using the F test , where the results obtained showed the F count is ≥ 6,626 F tabel 2.31 means H0 is rejected and H1 is accepted. It can be concluded that the variables tangible, reliability, responsiveness, assurance, and empathy simultaneously affect the consumer satisfaction .
Hypothesis authors suspect that the independent variables of service quality consists of tangible, reliability , responsiveness , assurance , and empathy partial effect on customer satisfaction is intangible variables in receiving services provided in the store PGS SK Innovation Surabaya have been known . tangible t ≥ t 3,116 1,986 tables, 1,906 t count ≤ reliability ttable 1.986, 0.467 Responsiveness ttable ≤ 1,986, 1,986 T Table Assurance ≤ 0.187 and 0.827 ≤ t count Empathy t table 1.986 .
Variables which have dominant influence on customer satisfaction is intangible variable, because it has the Standardized Beta Coefficients on substantial variables for 0,308 of the other independent variables that can be known the substantial variables have a dominant influence.
Keywords : Tangible, reliability, responsiveness, assurance, empathy, and customer satisfaction
Christianto (11110023) - Personal Name
2014
Sk.Eko Chr 160 2014
Sk.Eko Chr 160 2014
Text
Indonesia
Universitas Widya Kartika
2014
Surabaya
xiii, 85hal.;29 cm
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