Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Empiris Pada Warga Desa Blulukan Terkait Pembayaran Iuran Sampah)

Zhulian Azyhari, Ikhza (2021) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Empiris Pada Warga Desa Blulukan Terkait Pembayaran Iuran Sampah). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This research aims to find out the effect of Quality of Service on Customer Satisfaction. The method used is descriptive data with data analysis equipped with tests of validity, relibility, normality, multiple linear regression, hypothesis test t, test f, and R2.with a sample of 100 respondents, taken from communities using Blulukan Village Owned Enterprises. The results showed that there is a direct evidence influence (BL) on satisfaction (KP). There is a Reliability (KH) Effect on Satisfaction (KP). There is a ResponsiveNess (DY) Effect on Satisfaction (KP). There is a Guarantee Effect (JM) on Satisfaction (KP). There is an Emati (EM) Effect on Satisfaction (KP). There is simultaneous influence of direct evidence (BL), reliability (KH), responsiveness (DY), guarantee (JM) and emati (EM) on satisfaction (KP). Where the value is 0.727, the dependent variable can be explained by the existing independent variable and the remaining 38% is affected by other variables. R2 (0.722) or 72.2% means that dependent variables can be explained by existing independent variables, and the remaining 27.8% can be explained by other variables

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Quality of Service, Customer Satisfaction
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	IKHZA ZHULIAN AZYHARI
Date Deposited:	23 Nov 2021 04:26
Last Modified:	23 Nov 2021 04:27
URI:	http://eprints.ums.ac.id/id/eprint/95990

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