Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Matahari Department Store Di Kota Surakarta

Jamil, Amirrudin and , Ihwan Susila, S.E., M.Si, Ph.D (2020) Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Matahari Department Store Di Kota Surakarta. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to determine the effect of service quality on customer satisfaction. This research is quantitative research. The population in this study were consumers who have visited one of all Matahari dept outlets. store in the city of Surakarta. The number of samples in this study is 155 respondents, the method of data collection uses non probability sampling with a type of purposive sampling where researchers determine sampling by providing specific criteria. Methods of collecting data using a questionnaire. Data analysis techniques in this study are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, determination test (R2), model accuracy test (F test), regression coefficient test and hypothesis test (t test). The results showed that the quality of service significantly affected the customer satisfaction of Matahari Dept. store in the city of Surakarta.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Tangible, Reliability, Responsiveness, Assurance, Emphaty, Customer Satisfication.
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	AMIRRUDIN JAMIL
Date Deposited:	10 Aug 2020 04:34
Last Modified:	10 Aug 2020 04:34
URI:	http://eprints.ums.ac.id/id/eprint/84425

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