Basmalasari, Rizky Mulia and Dian Ari Nugroho, (2022) Pengaruh Reliability, Tangibility, Assurance, Empathy, Dan Responsiveness Terhadap Consumer Satisfaction Pada Jasa Perbandaraan Selama Pandemi Covid-19 (Studi Pada Konsumen Perbandaraan Pt. Angkasa Pura Ii). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh reliability, tangibility, assurance, empathy, dan responsiveness terhadap consumer satisfaction. Populasi dalam penelitian ini yaitu seluruh konsumen jasa perbandaraan PT Angkasa Pura II dengan sampel sebanyak 170 responden yang didapatkan melalui penyebaran kuesioner secara online. Jenis penelitian yang dilakukan yaitu berjenis explanatory yang pada umumunya digunakan untuk menjelaskan mengenai pengaruh keandalan, bukti fisik, jaminan, empati, dan ketanggapan terhadap kepuasan konsumen selama pandemi covid-19. Teknik analisis data yang digunakan adalan IBM SPSS 25 (Statistical Package for the Social Sciences) dengan versi 25. Pengujian yang dilakukan menggunakan IBM SPSS 25 yaitu uji instrumen penelitian (uji validitas dan uji reliabilitas), uji asumsi klasik (uji normalitas, uji multikolinieritas, dan uji heterokedastisitas), dan uji hipotesis (uji regresi linier berganda, uji ketepatan model, uji koefisien determiasi, dan uji t). Berdasarkan hasil penelitian tersebut diketahui bahwa variabel tangibility, empathy, dan responsiveness berpengaruh signifikan terhadap consumer satisfaction pada jasa perbandaraan PT Angkasa Pura II selama pandemi covid-19. Hasil penelitian terakhir diketahui bahwa assurance dan empathy tidak bisa berpengaruh terhadap consumer satisfaction pada jasa perbandaraan PT Angkasa Pura II selama pandemi covid-19.
English Abstract
This study aims to identify the effects of reliability, tangibility, assurance, empathy, and responsiveness on consumer satisfaction. The population of this research are all users of airport service provided by PT. Angkasa Pura II, from which 170 respondents were selected as the sample, to whom questionnaires were distributed online for data harvesting. This study is categorized as an explanatory research, which is generally used to explain the effects of reliability, tangibility, assurance, empathy, and responsiveness on consumer satisfaction during the Covid- 19 pandemic. The data was analyzed using IBM SPSS (Statistical Package for the Social Sciences) version 25. The analysis includes instrument test (validity and reliability tests), classical assumption test (normality, multicollinearity, and heteroscedasticity tests), and hypothesis test (multiple linear regression, goodness- of-fit, coefficient of determination, and t tests). This study finds that tangibility, empathy, and responsiveness significantly influence consumer satisfaction and that assurance and empathy do not affect consumer satisfaction among customers of PT. Angkasa Pura II during the Covid-19 pandemic
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | :0522020497 |
| Uncontrolled Keywords: | reliability, tangibility, assurance, empathy, responsiveness, consumer satisfaction, jasa perbandaraan, pandemi covid-19,eliability, tangibility, assurance, empathy, responsiveness, consumer satisfaction, airport service, Covid-19 pandemic. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 24 Jul 2023 04:14 |
| Last Modified: | 24 Jul 2023 04:14 |
| URI: | http://repository.ub.ac.id/id/eprint/202072 |
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Text (DALAM MASA EMBARGO)
RIZKY MULIA BASMALASARI.pdf Restricted to Registered users only until 31 December 2024. Download (6MB) |
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