Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada PT. Alfa Retailindo tbk di Surakarta

Wimono, Yusuf (2005) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada PT. Alfa Retailindo tbk di Surakarta. Thesis thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Penelitian ini untuk meneliti mengenai : 1) kesenjangan atau gap antara kualitas pelayanan yang diharapkan dengan yang diterima oleh pelanggan; 2) mengetahui pengaruh dimensi responsiveness, assurance, tangibles, empathy dan reliability terhadap kepuasan pelanggan; dan 3) dimensi yang paling berpengaruh terhadap kepuasan pelanggan pada PT. Alfa Retailindo Tbk di Surakarta. Rumusan masalah dalam penelitian ini adalah 1) Apakah ada kesenjangan atau gap antara kualitas pelayanan yang diharapkan dengan yang diterima oleh pelanggan pada PT. Alfa Retailindo Tbk di Surakarta; 2) Apakah ada pengaruh dari dimensi responsive, assurance tangibles, empathy dan reliability terhadap kepuasan pelanggan pada PT. Alfa Retailindo Tbk di Surakarta?; 3) Dari kelima dimensi service quality tersebut, dimensi apakah yang paling signifikan berpengaruh terhadap kepuasan pelanggan pada PT. Alfa Retailindo Tbk di Surakarta? Populasi dalam penelitian ini adalah seluruh pelanggan di PT. Alfa Retailindo TBK., di Surakarta. Sampel ditentukan dengan menggunakan convenience sampling sebanyak 100 responden. Alat pengumpulan data yang digunakan dalam penelitian ini adalah angket. Alat analisispenelitian dengan menggunakan uji asumsi klasik, uji t, uji F, uji regresi berganda (multiple regression), dan uji koefisien determinasi. Berdasarkan hasil analisis diperoleh nilai Fhitung 2356,594 maka model dinyatakan signifikan pada level α 1%. Nilai R2 0,992 artinya 99,2% variabel independen dapat menjelaskan kepuasan pelanggan, sedangkan sisanya 0,8% berasal dari luar model OLS. Pengujian dengan uji t diperoleh variabel responsiveness terhadap kepuasan pelanggan diperoleh thitung sebesar 4,410. Pengaruh variabel independen yang paling dominan terhadap kepuasan pelanggan adalah variabel reliability yang ditunjukkan dengan nilai tertinggi dari Beta Standardized Coefficients (sebesar 0,477). Koefisien Determinasi (R2) yang dijelaskan X dalam model terhadap variabel dependen Y, senilai 0,992 artinya 99,2% variabel independen dapat menjelaskan kepuasan pelanggan. Sisa 0,8% berasal dari luar model OLS tersebut. ABSTRACT Yusuf Wimono. P.1000.30063. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada PT. Alfa Retailindo tbk di Surakarta. Program Pascasarjana Magister Manajemen Universitas Muhammadiyah Surakarta. This research is analyze several problem, are: 1) The gap between service quality which is expected and the service quality which is received by customers; 2) Finding the influence of responsiveness, assurance, tangibles, empathy and reliability dimensions through customers satisfaction; and 3) The dimension which is the most influencing through customers satisfaction at PT. Alfa Retailindo Tbk di Surakarta. The problem statement of its research is 1) Does the gap of service quality which is expected and its received by customers of PT. Alfa Retailindo Tbk at Surakarta exist? 2) It there any influence from the dimension of responsive, assurance tangibles, empathy, and reliability through customers satisfaction of PT. Alfa Retailindo Surakarta ?; 3) Based on the fifth service dimensions, which dimension that is scored the most significant in influencing customer satisfaction through PT. Alfa Retailindo Tbk Surakarta ? The population of its research is all customers of PT. Alfa Retailindo Tbk Surakarta. The samples are determinate by using convenience sampling for number of sample is 100 respondents. The equipment of collecting data at its research is questionnaire, while, the research equipment is assumption classical test, ttest, Ftest, multiple regression, and determination coefficient test. Based on the analyses that it is obtained the value of Fcomputing 2356,594, therefore, the model is stated as significant at the level of α 1%. The value of R2 is 0,992, it is means that 99,2% independent variable is able to explain customer satisfaction, while, the rest is 0,8%, it is obtained from out of OLS model. The application of ttest is achieved responsive variable through customer satisfaction; it is obtained tcomputing as 4,410. The influence of independent variable which is determinate most dominant variable through customer’s satisfaction is reliability variable which is indicated by the highest value. From Beta Standardized Coefficients (as 0,477). The determination coefficient (R2) which is explained by X at the model through dependent variable Y, as 0,992, it is means for 99,2% the independent variable could explain customer satisfaction, while, 0,8% is based on out of OLS model.

Item Type:	Karya ilmiah (Thesis)
Uncontrolled Keywords:	kualitas layanan,kepuasan pelanggan
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Pasca Sarjana > Magister Manajemen
Depositing User:	Musyarofah Siti
Date Deposited:	14 May 2010 09:12
Last Modified:	15 Nov 2010 07:17
URI:	http://eprints.ums.ac.id/id/eprint/6999

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