Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Studi Kasus Di Minimarket Andina Mart Pabelan

Pratama, Galangagio (2016) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Studi Kasus Di Minimarket Andina Mart Pabelan. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

In this study aims to determine the influence of Quality of Service which consists of 5 dimensions include Reliability, Responsiveness, Assurance, Empathy and Tangibles on Customer Satisfaction in the Mini Mart Andina Pabelan. The population in this study is a customer at Andina Mini Mart Pabelan. Total sample (respondents) in study set of 100 respondents by using a sampling technique is purposive sampling which is a sampling technique with a certain consideration and selection of samples based on the judgment (judgment sampling) which is a type of sample selection is not random that the information obtained by using judgment certain. The analytical method used in this research is by using multiple linear regression analysis and hypothesis testing by t test and F test. Based on the results of the analysis can be concluded the following research, t test results showed that the quality of their service visits from five dimensions include Reliability, Responsiveness, Assurance, Empathy and Tangibles partially have a significant impact on the Customer Satisfaction Mini Mart Andina Pabelan. F test results showed that the quality of their service visits from five dimensions Covering Reliability, Responsiveness, Assurance, Empathy and Tangibles simultaneously have a significant impact on the Customer Satisfaction Mini Mart Andina Pabelan. Thus the first hypothesis is proven, of all five dimensions of Quality of Service which provides the most dominant influence is variable Reliability, so the second hypothesis is not proven. Keywords: Reliability, Responsiveness, Assurance, Empathy, Tangibles, Customer Satisfaction, and Quality of Service.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Reliability, Responsiveness, Assurance, Empathy, Tangibles, Customer Satisfaction, and Quality of Service.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	GALANGAGIO HARUNDA PRATAMA
Date Deposited:	12 Feb 2016 07:54
Last Modified:	12 Feb 2016 07:54
URI:	http://eprints.ums.ac.id/id/eprint/41341

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