Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Sport Stasion Di Mall Solo Paragon

Putra, Novarizal Pratama and , Ihwan Susila, M. Si., PhD (2017) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Sport Stasion Di Mall Solo Paragon. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aimed to determine the effect of service quality on customer satisfaction. The sample in this study were employees who work at Sport Station In Solo Paragon Mall totaling 124 respondents. The sampling technique in this research is convenience sampling. Data analysis methods used were normality test, multicollinearity, heteroskedasitas test and test multiple linear regression analysis with t-test, F, and the coefficient of determination (R2). In this study the data meet for a normal distribution. Hypothesis tests showed that the Reliability and Responsiveness have significan, while the variable empathy, tangibility, Assurance does not have a significant effect on consumer satisfaction. At f test showed that together Empathy, Reliability, Responsiveness, tangibility, and Assurance significant effect on customer satisfaction. The coefficient of determination (R2) of 0.399%.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Service Quality and Customer Satisfaction
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HJ Public Finance
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	NOVARIZAL PRATAMA PUTRA
Date Deposited:	08 Feb 2017 07:17
Last Modified:	08 Feb 2017 07:17
URI:	http://eprints.ums.ac.id/id/eprint/49293

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