MitaVirinaEsha (2009) Pengaruh dimensi kualitas pelayanan terhadap kepuasan konsumen : studi pada toko buku Toga Mas di kota Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
Tujuan penelitian ini adalah untuk mengetahui pengaruh secara simultan maupun parsial dimensi kualitas pelayanan yang terdiri dari bukti fisik, keandalan, daya tanggap, jaminan, dan empati terhadap kepuasan konsumen Toko Buku Togamas di Kota Malang. Pada penelitian ini, yang menjadi populasi adalah konsumen yang berkunjung di toko buku Togamas dan melakukan transaksi pembelian buku. Mengingat jumlah variabel yang digunakan dalam penelitian ini berjumlah 6 variabel maka jumlah sampel yang digunakan sebanyak 6 x 20 = 120 responden. Teknik pengambilan sampel dalam penelitian ini menggunakan teknik convience sampling (sampel berdasarkan kemudahan). Metode analisis yang digunakan dalam penelitian ini adalah regresi berganda. Berdasarkan hasil analisis ditemukan bukti bahwa dimensi kualitas pelayanan yang terdiri dari bukti fisik, keandalan, daya tanggap, jaminan, dan empati secara simultan berpengaruh terhadap kepuasan konsumen toko buku Togamas Malang. Sedangkan apabila diuji secara parsial, ditemukan bukti bahwa dimensi kualitas pelayanan dalam bentuk bukti fisik, daya tanggap, jaminan dan empati berpengaruh signifikan terhadap kepuasan konsumen toko buku Togamas Malang. Dimensi kualitas pelayanan dalam bentuk kehandalan secara parsial tidak berpengaruh terhadap kepuasan konsumen toko buku Togamas Malang. Sedangkan dimensi kualitas pelayanan dalam bentuk jaminan, merupakan variabel yang dominan mempengaruhi kepuasan konsumen toko buku Togamas Malang. Saran yang dapat diberikan bagi karyawan khususnya pramuniaga untuk selalu lebih tanggap dalam memberikan pelayanan kepada konsumennya, dimana pramuniaga untuk selalu tanggap dan cekatan dalam mengantisipasi keluhan, dan menindaklanjuti apabila terjadi kesalahan atau keluhan konsumen. selain itu, bagian kasir harus selalu ramah kepada para konsumennya.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2009/178/050901134 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Endang Susworini |
| Date Deposited: | 16 Apr 2009 11:51 |
| Last Modified: | 21 Oct 2021 16:38 |
| URI: | http://repository.ub.ac.id/id/eprint/104037 |
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