Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Klinik Saintifikasi Jamu “Hortus Medikus” Tawangmangu

Permata Sari, Lina and , Jati Waskito SE., M.Si (2016) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Klinik Saintifikasi Jamu “Hortus Medikus” Tawangmangu. Skripsi thesis, Universitas Muhammadiyah Surakarta.

	PDF (Naskah Publikasi) 02. NASKAH PUBLIKASI.pdf Download (352kB)
	PDF (Halaman Depan) 03. HALAMAN JUDUL.pdf Download (378kB)
	PDF (Bab I) 04. BAB I.pdf Download (81kB)
	PDF (Bab II) 05. BAB II.pdf Restricted to Repository staff only Download (225kB)
	PDF (Bab III) 06. BAB III.pdf Restricted to Repository staff only Download (123kB)
	PDF (Bab IV) 07. BAB IV.pdf Restricted to Repository staff only Download (162kB)
	PDF (Bab V) 08. BAB V.pdf Restricted to Repository staff only Download (76kB)
	PDF (Daftar Pustaka) 09. DAFTAR PUSTAKA.pdf Download (71kB)
	PDF (Lampiran) 10. LAMPIRAN.pdf Restricted to Repository staff only Download (522kB)
	PDF (Surat Pernyataan) 01. SURAT PERNYATAAN.pdf Restricted to Repository staff only Download (79kB)

Abstract

This research aims to find out and analyse the extent of the influence of the quality of the services against the level of satisfaction felt by customers who use the service on Saintifikasi herbal medicine Clinic "Hortus Medikus" in Tawangmangu. The model used in this study is a method of observation, interview, questionnaire, and studies using likert scale libraries and methods of determination of the sample used is aksidental sampling as much as 100 samples. Methods of analysis used was multiple linear regression methods (linear multi regression). The research of service quality of Reliability (X 1), Responsiveness (X 2), Assurance (X 3), Emphaty (X 4) and Tangible (X 5) shows that from the results obtained show the regression koefesien, variable emphaty (X 4 =-0.410) became the biggest factor with significant figures-a second variable, 7.576 assurance (X 3 = 0.327) with significant numbers of variable reliability, third 6.067 (X 1 = 0.239) with a significant number of the fourth variable, 3.255 tangible (X 5 = 0.194) with significant numbers 3.463 the fifth variable, ressponsiveness (X 2 = 0.207) with a significant number being the lowest factor of 2.235 affect customer satisfaction. Where the regression equation Y = 4.932 + 0, 239X1 + 0, 207X2 + 0, 327X3-0, 410X4 + 0, 194X5 + 1.569. In addition, the F-test with views that quality service have significant influence towards customer satisfaction with the level of significance of 0.000 or 0%. But based on the partial test (t), all variables have significant influence towards customer satisfaction with the significant level for the Reliability of 0.002 or 0.2%; Responsiveness of 0.045 or 4.5%; Assurance of 0.000 or 0%; Emphaty 0.000 or 0% and Tangible of 0.001 or 0.1%.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	customer satisfaction, quality of service, Reliability, Responsiveness, Assurance, Empathy, and Tangible.
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	LINA PERMATA SARI
Date Deposited:	05 Nov 2016 05:06
Last Modified:	05 Nov 2016 05:06
URI:	http://eprints.ums.ac.id/id/eprint/47826

Actions (login required)

View Item