Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen pada Alaf Transport

Ardi Setiyanto, Rizal and , Drs. Sri Padmantyo, M.B.A. (2020) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen pada Alaf Transport. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to determine how the influence of Service Quality which includes dimensions of Physical Evidence, Reliability, Assurance, Empathy, Responsiveness to Alaf Transport consumer satisfaction. The research method used is a quantitative method used to examine a particular population or sample. Sampling is done by non probability method with 155 respondents who have made purchases or used car rental services. The method of data analysis in this study is multiple linear regression analysis which was previously performed by the instrument test, linear regression test, t test, f test and the coefficient of determination test. The results showed that (1) Physical evidence did not have a positive effect on customer satisfaction, this was evidenced by the calculated t value <t table value and a significant level> 0.05. (2) Reliability has a positive effect on customer satisfaction, this is evidenced by the value of t arithmetic> value of t table and a significant level <0.05. (3) Guarantee has a positive effect on customer satisfaction, this is evidenced by the value of t arithmetic> value of t table and a significant level <0.05. (4) Empathy does not have a positive effect on customer satisfaction, this is evidenced by the value of t arithmetic <t value of the table and a significant level> 0.05. (5) Responsiveness has a positive effect on customer satisfaction, this is evidenced by the value of t arithmetic> value of t table and a significant level <0.05. From the F test it was found that the calculated F value was 133.616> 2.42 and the significance value was 0.000 <0.05. Prove that the variable dimensions of physical evidence, reliability, guarantee, empathy, and responsiveness simultaneously or simultaneously have a positive and significant effect on customer satisfaction using car rental services in the city of Solo.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Physical Evidence, Reliability, Guarantee, Empathy, and Responsiveness
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	RIZAL ARDI SETIYANTO
Date Deposited:	04 Aug 2020 06:37
Last Modified:	04 Aug 2020 06:37
URI:	http://eprints.ums.ac.id/id/eprint/83994

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