Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Alfamart Pabelan

Cahyo Saputro, Tri and , Basworo Dibyo, SE, M.Si (2018) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Alfamart Pabelan. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study entitled "Effect of Service Quality Customer Satisfaction At Alfamart Pabelan". The research aimed to know whether the variable quality of service includes the physical aspects (phisical aspect), reliability (reliability), personal interaction (personal interaction), problem solving (problem solving), policy (policy) affects customer satisfaction at the mini market Alfamart in Pabelan and determine and analyze the most dominant factor in influencing customer satisfaction in the mini market Alfamart in Pabelan. The sample in this study were taken by 100 respondents with accidental sampling technique sampling technique that is based on chance, anyone who by chance met with investigators at Alfamart mini market with consumer criteria that consumers who visit and make a purchase of a product in Alfamart mini market. Data analysis method used is multiple linear regression analysis, F test, T test multiple analysis is used to predict the criterion variable menganalisisi and of some value predictor variables. Berdasrkan of F test in which the value of F> Ftabel it indicates that the variable aspects (physical aspect), reliability (reliability), personal interaction (personal interaction), problem solving (problem solving), policy (policy) with the same significant effect on consumer satisfaction. T test results showed that the variables most dominant influence on consumer satisfaction is variable problem-solving, where the independent variables can explain the dependent variable in Alfamart Pabelan.

Item Type: Karya ilmiah (Skripsi)
Uncontrolled Keywords: physical aspects, reliability, personal interaction, problem solving, policy and consumer satisfaction.
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: TRI CAHYO SAPUTRO
Date Deposited: 10 Feb 2018 08:15
Last Modified: 10 Feb 2018 08:15
URI: http://eprints.ums.ac.id/id/eprint/60261

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