Alfisyahrin, MReza (2013) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Mega Beton (Pusat Penjualan Besi & Baja Ringan) Di Cirendeu. Sarjana thesis, Universitas Brawijaya.
Abstract
Kualitas Pelayanan Terhadap Kepuasan Konsumen Dapat Memberikan Kontribusi Kepada Perusahaan Dalam Meningkatkan Pendapatan Jangka Panjangnya Adalah Pada Sejauh Mana Kemampuan Perusahaan Atau Organisasi Melayani Atau Memberi Pelayanan Secara Maksimal Kepada Para Pelanggannya Secara Sistematis Dan Terprogram Yang Tidak Melanggar Nilai-Nilai Etika Dalam Sebuah Bisnis. Dengan Pelayanan Yang Sangat Baik Tentunya Pelanggan Akan Merasa Senang Dan Nyaman Ketika Berbelanja, Dengan Demikian Konsumen Tidak Hanya Terpenuhi Kebutuhan Fisik Yang Berupa Berbelanja, Akan Tetapi Kebutuhan Psikis Yang Berupa Kebahagiaan Dan Kenyamanan Dapat Terpenuhi. Penelitian Ini Bertujuan Untuk Mengetahui Dan Menganalisis Pengaruh Bukti Fisik, Keandalan, Ketanggapan, Jaminan, Dan Empaty Terhadap Kepuasan Pelanggan Pada Mega Beton (Pusat Penjualan Besi & Baja Ringan) Di Cirendeu, Jakarta, Baik Secara Simultan Maupun Secara Parsial Serta Untuk Mengetahui Variabel Mana Yang Mempunyai Pengaruh Dominan. Penelitian Ini Mengunakan Metode Kuantitatif. Subjek Penelitian Berjumlah 170 Orang Yang Dipilih Menggunakan Purposive Sampling (Judgement Sampling) . Dalam Pengumpulan Data, Peneliti Menggunakan Metode Kuesioner Dan Dilengkapi Dengan Wawancara, Observasi Dan Dokumen. Sedangkan Metode Analisis Yang Digunakan Adalah Regresi Linier Berganda. Pengujian Secara Simultan Memberikan Kesimpulan Bahwa Kelima Variabel Kualitas Pelayanan Yang Terdiri Dari Variabel Bukti Fisik, Keandalan, Ketanggapan, Jaminan, Dan Empaty Berpengaruh Signifikan Terhadap Kepuasan Pelanggan. Hasil Analisis Juga Menunjukkan Bahwa Secara Parsial Hanya Variabel Keandalan, Dan Empaty Yang Memiliki Pengaruh Signifikan Terhadap Kepuasan Pelanggan. Variabel Empaty Merupakan Variabel Yang Paling Dominan. Dari Uji Determinasi (R2) Diperoleh Hasil Sebesar 0,356, Yang Artinya 35,6% Kepuasan Pelanggan Dipengaruhi Oleh Variabel Bebas Yang Diteliti, Yaitu Variabel Bukti Fisik, Keandalan, Ketanggapan, Jaminan, Dan Empaty, Sedangkan Sisanya Yang 64,4% Merupakan Variabel Lain Yang Tidak Terdeteksi Dalam Penelitian Ini.
English Abstract
Service Quality On Customer Satisfaction Can Contribute To The Company In Improving Its Long-Term Revenue Is On The Extent To Which The Ability Of The Company Or Organization Serving Or Giving Maximum Services To Its Customers In A Systematic And Programmed That Do Not Violate Ethical Values In A Business. With The Service Excellence Customers Will Surely Feel Happy And Comfortable When Shopping, So Consumers Are Not Only Physical Needs Are Met In The Form Of Shopping, But It Needs A Form Of Psychological Happiness And Comfort Are Met. This Study Aims To Identify And Analyze The Influence Of Tangibles, Reliability, Responsiveness, Assurance, And Empathy For Customer Satisfaction In Mega Beton (Central Iron & Steel Sales Light) In Cirendeu, Jakarta, Either Simultaneously Or Partially As Well As To Determine Which Variable Has Dominant Influence. This Study Uses Quantitative Methods. Research Subjects Amounted To 170 People Who Are Selected Using Purposive Sampling (Judgement Sampling). In Collecting Data, Researchers Used A Method Of Questionnaire And Equipped With Interviews, Observations And Documents. While The Method Of Analysis Used Is Multiple Linear Regression. Simultaneous Testing To The Conclusion That The Five Variables Service Excellence Consisting Of Attitude Variables, Tangibles, Reliability, Responsiveness, Assurance, And Empathy Significantly Influence On Customer Satisfaction. The Analysis Also Showed That The Only Variable Partial Attention, Skills And Actions That Have A Significant Influence On Customer Satisfaction. Variable Empaty Is The Most Dominant Variable. Test Of Determination (R2) Obtained Yield Was 0.356, Which Means 35.6% Customer Satisfaction Are Influenced By Independent Variables Studied, Namely Attitude Variables, Tangibles, Reliability, Responsiveness, Assurance, And Empathy, While The Remaining 64.4% Are Other Variables That Were Not Detected In This Study.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2013/526/051311610 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 10 Dec 2013 13:39 |
| Last Modified: | 19 Oct 2021 06:55 |
| URI: | http://repository.ub.ac.id/id/eprint/106945 |
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