Ihsan, Dinda (2018) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan). (Studi pada PT.Pelabuhan Indonesia III (Persero) Cabang Tanjung Perak). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini memiliki tujuan untuk (1) mengetahui dan menjelaskan pengaruh simultan variabel bukti fisik, daya tanggap, kehandalan, jaminan, dan empati terhadap kepuasan pelanggan, (2) mengetahui dan menjelaskan pengaruh bukti fisik terhadap kepuasan pelanggan, (3) mengetahui dan menjelaskan pengaruh daya tanggap terhadap kepuasan pelanggan, (4) mengetahui dan menjelaskan pengaruh kehandalan terhadap kepuasan pelanggan, (5) mengetahui dan menjelaskan pengaruh jaminan terhadap kepuasan pelanggan, (6) mengetahui dan menjelaskan empati terhadap kepuasan pelanggan. Penelitian ini merupakan penelitian eksplanatori (explanatory research) dengan pendekatan kuantitatif. Variabel penelitian ini terdiri dari bukti fisik, daya tanggap, kehandalan, jaminan, empati, dan kepuasan pelanggan. Populasi penelitian ini berjumlah 400 pelanggan. Sampel dari penelitian ini adalah 81 pelanggan. Teknik pengambilan sampel pada penelitian ini adalah Probabilty sampling. Penelitian ini menggunakan analisis deskriptif dan analisis inferensial (analisis regresi linier berganda) dengan bantuan program SPSS 16.0. Hasil penelitian ini menunjukkan Bukti Fisik, Cepat Tanggap, Kehandalan, Jaminan, Empati berpengaruh signifikan terhadap Kepuasan Pelanggan. Secara parsial variabel Bukti Fisik tidak berpengaruh signifikan tehadap Kepuasan Pelangan. Secara parsial Kehandalan tidak berpengaruh signifikan terhadap Kepuasan Pelangan. Secara parsial Daya Tanggap tidak berpengaruh signifikan Terhadap Kepuasan Pelanggan. Secara parsial Jaminan berpengaruh signifikan terhadap Kepuasan Pelangan, Secara parsial Emapati tidak berpengaruh signifikan terhadap Kepuasan Pelangan.
English Abstract
The aim of this research are (1) identifying and explaining the influence of variabel tangible, responsiveness, reliability, assurance, dan empathy toward customer satisfaction together, (2) identifying and explaining the influence of tangible toward customer satisfaction, (3) identifying and explaining the influence of responsiveness toward customer satisfaction, (4) identifying and explaining the influence of reliability toward customer satisfaction, (5) identifying and explaining the influence of assurance toward customer satisfaction, (6) identifying and explaining the influence of empathy toward customer satisfaction. This research was explanatory research and using quantitative approach . the variable of this research were tangible, responsiveness, reliability, assurance, empathy, dan customer satisfaction. The population of this research were 400 customer. The sample of this research were 81 customer. The sampling method of this research were probability sampling. This research is using descriptive analysis and multiple regression analysis with SPSS 16.0. The result of this research were Tangible, Responsiveness, Reliability, Assurance, Empathy, affected significantly toward Customer satisfaction. Tangible is not affected significantly toward customer satisfaction, responsiveness is not affected significantly toward customer satisfaction, reliability is not affected significantly toward customer satisfaction, assurance affected significantly toward customer satisfaction, empathy is not affected significantly toward customer satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2018/944/051811030 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan, Kepuasan Pelanggan.-Quality of Service, Satisfaction, Customer Satisfaction. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 26 Jul 2019 02:16 |
| Last Modified: | 23 Oct 2021 05:10 |
| URI: | http://repository.ub.ac.id/id/eprint/165368 |
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