ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA DEPOT AIR MINUM ISI ULANG DI ALDINAR

Triyanto Triyanto, Sri Darini

Abstract


This study was conducted to look at and determine the effect of service quality on customer satisfaction in the drinking water refill depot. Based on the analysis that has been done on the effects of service quality (tangibles, reliability, responsivenes, assurance, empathy) depot to customer satisfaction in the drinking water refill in Aldinar, it can be concluded that based on the Multiple Regression Analysis of the resulting equation is Y = 2.047 + 0.441 (X1) + 0.113 (X2) + 0.191 (X3) + 0.229 (X4) + 0.235 (X5). If the variable tangibles, reliability, responsiveness, assurance, and empathy is equal to zero, then the value of customer satisfaction by 2.047. If the quality of the service changed 1 variable tangibles would increase by 0.441%. Similarly to variable reliability that is equal to 0.113%. Conversely variable responsiveness, assurance, and empathy showed a positive parameter that is a row of 0.191%, 0.229%, and 0.235%. This means that each additional 1 variable will be followed by a rise in the quality of service. And based on the Partial Test (Test t) test results of the regression coefficients obtained thitung tcount tangiblessebesar 4,473 (X1)> 1,661, reliability (X2) 2.053> 1.661, responsiveness (X3) 3.083> 1.661, assurance (X4) 4.718> l1, 661, and empathy (X5) 5.325> 1.661. Thus the variable tangibles, reliability, responsiveness, assurance, and empathy significantly influence consumer satisfaction variables.
KEYWORDS: Satisfaction, Quality of Service.

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