Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Toko Buku Gramedia Slamet Riyadi Surakarta

Muhammad Fawzi, Abdurrazzaq and , Dr. Anton Agus Setyawan, M.Si (2019) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Toko Buku Gramedia Slamet Riyadi Surakarta. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze how much influence the Quality of Service in the dimensions of reliability, responsiveness, assurance, empathy, and tangibility of Gramedia Bookstore Customer Satisfaction Slamet Riyadi Surakarta. The population in this study were consumers of Gramedia Bookstore Slamet Riyadi. The sample in this study were 100 respondents while the sampling method used accidental sampling. The data analysis technique used in this study uses multiple linear regression analysis. Based on the results of this study note that Reliability has a significant effect on Customer Satisfaction. For Responsiveness, it has a significant effect on Customer Satisfaction. For Assurance has a significant effect on Customer Satisfaction. For Emphaty, it has a significant effect on customer satisfaction. Whereas Tangible also has a significant effect on Customer Satisfaction. F test results are known that Reliability, Responsiveness, Assurance, Emphaty, and Tangible simultaneously and significantly affect Customer Satisfaction.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Reliability, Responsiveness, Assurance, Emphaty, Tangible, dan Kepuasan Pelanggan
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ABDURRAZZAQ MUHAMMAD FAWZI
Date Deposited:	11 Nov 2019 04:34
Last Modified:	11 Nov 2019 04:34
URI:	http://eprints.ums.ac.id/id/eprint/78408

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