Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi pada Pengguna Jasa Water Transfer Printing di Kota Salatiga)

Taqwim, Ahsani and , Dr. Rini Kuswati, S.E., M.Si (2021) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi pada Pengguna Jasa Water Transfer Printing di Kota Salatiga). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this study is to determine how the influence of service quality on customer satisfaction. To find out which dimension is the most dominant for customer satisfaction (a study on users of water transfer printing services in the city of Salatiga. The type of research used is explanatory research with a quantitative approach. Sample In this study, 100 respondents were studied. Each respondent in this study was selected through a screening question, namely by determining the criteria the respondent must have used Wafer Transfer Printing services in the city of Salatiga more than twice. Data collection techniques used a questionnaire. The measurement scale used the Likert scale. The data in this study used multiple regression analysis Based on the results of the study, it was found that service quality including direct evidence, reliability, responsiveness, assurance, and empathy had a significant effect on customer satisfaction.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	training, work motivation, employee performance
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	AHSANI TAQWIM
Date Deposited:	22 Feb 2021 04:49
Last Modified:	22 Feb 2021 04:49
URI:	http://eprints.ums.ac.id/id/eprint/89847

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