PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PRIMA PERDANA DIGITAL PRINTING

Maisarofa, Maisarofa (2020) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PRIMA PERDANA DIGITAL PRINTING. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini bertujuan menganalisis pengaruh kualitas pelayanan jasa printing terhadap kepuasan konsumen pada Prima Perdana Digital Printing di Pelaihari. Penelitian ini menggunakan lima variabel independen yaitu bukti fisik, kehandalan, daya tanggap, jaminan dan kepedulian dengan satu variabel dependent yaitu kepuasan konsumen. Populasi dalam penelitian ini yaitu pengguna jasa atau para konsumen Prima Perdana Digital Printing Pelaihari. Sampel yang diambil sebanyak 95 responden dengan menggunakan sampel non peluang (nonprobability sampling) yang artinya setiap anggota populasi tidak memiliki kesempatan atau peluang yang sama sebagai sampel sedangkan Teknik pengambilan sampel yang digunakan adalah convience sampel atau biasa disebut dengan accidental sampling yang artinya teknik penentuan sampel berdasarkan kebetulan bertemu dengan peneliti dapat digunakan sebagai sampel, bila dipandang orang yang kebetulan ditemui itu sesuai sebagai sumber data. Metode analisis data yang digunakan yaitu berupa uji validitas dan reliabilitas, uji asumsi klasik, analisis regresi linear berganda, uji T dan Uji F serta koefisien determinasi (R2). Berdasarkan analisis data, hasil menunjukkan bahwa indikator-indikator pada penelitian ini bersifat valid dan reliabel. Pada uji asumsi klasik data berdistribusi normal, tidak terjadi heteroskedastisitas dan multikolinearitas. pada uji hipotesis variabel tangible, reliability, responsiveness, Assurance dan emphaty berpengaruh signifikan terhadap kepuasan konsumen. This study aims to analyze the effect of printing service quality on customer satisfaction at Prima Perdana Digital Printing in Pelaihari. This study uses five independent variables namely tangible, reliability, responsiveness, assurance and empathy with one dependent variable, namely customer satisfaction. The population in this study are service users or consumers of Prima Perdana Digital Printing Pelaihari. Samples taken as many as 95 respondents using non-probability sampling (nonprobability sampling), which means that each member of the population does not have the same opportunity or opportunity as the sample while the sampling technique used is convience sample or commonly referred to as accidental sampling which means the technique of determining the sample is based on Coincidentally meeting with researchers can be used as a sample, if it is seen that people who happen to be met are suitable as data sources. Data analysis methods used in the form of validity and reliability, classic assumption test, multiple linear regression analysis, T test and F test and the coefficient of determination (R2). Based on data analysis, the results show that the indicators in this study are valid and reliable. In the classical assumption test that the data is normally distributed, there is no heteroscedasticity and multicollinearity. In the hypothesis test tangible variables, reliability, responsiveness, assurance and empathy have a significant effect on customer satisfaction.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Konsumen, Prima Perdana Service Quality, Consumer Satisfaction, Prima Perdana
Subjects: H Social Sciences > HA Statistics
H Social Sciences > HB Economic Theory
H Social Sciences > HM Sociology
Depositing User: Maisarofa Maisarofa
Date Deposited: 14 Oct 2020 01:52
Last Modified: 14 Oct 2020 01:52
URI: http://eprints.uniska-bjm.ac.id/id/eprint/1253

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