PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN KOSUDGAMA

Marlina, Marlina (2020) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN KOSUDGAMA. Bachelor thesis, Universitas Ahmad Dahlan.

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Abstract

This research to determine the effect of service quality, which includes tangible,
reliability, responsiveness, assurance, and empathy both partially and
simultaneously on KOSUDGAMA consumer satisfaction. The independent
variables used in this study are tangible, reliability, responsiveness, assurance,
empathy, and the dependent variable in this study is Consumer Satisfaction. The
population in this study is the general public and members of cooperatives that
use KOSUDGAMA products. Samples taken as many as 75 respondents using
Accidental Sampling techniques
The test results partially (1) tangible variables have a positive and significant
effect on customer satisfaction KOSUDGAMA. (2) reliability has a positive and
not significant effect on KOSUDGAMA consumer satisfaction. (3)
responsiveness has a positive and significant effect on KOSUDGAMA consumer
satisfaction. (4) assurance has a positive and significant effect on KOSUDGAMA
consumer satisfaction. (5) Empathy has a positive and not significant effect on
KOSUDGAMA consumer satisfaction. (6) Based on the results of the F test
showed sig.0,000 <0.05 which means that simultaneously the quality of service
which includes tangible, reliability, responsiveness, assurance, and empathy
influence on customer satisfaction KOSUDGAMA.
Keywords: service quality, tangible, reliability, responsiveness, assurance,
empathy, and customer satisfaction.

Item Type:	Thesis (Bachelor)
Subjects:	H Social Sciences > HC Economic History and Conditions H Social Sciences > HF Commerce
Divisi / Prodi:	Faculty of Economics (Fakultas Ekonomi) > Faculty of Economics (FE) Doc
Depositing User:	publikasi uad
Date Deposited:	10 Mar 2020 02:33
Last Modified:	10 Mar 2020 02:33
URI:	http://eprints.uad.ac.id/id/eprint/18111

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