ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SEBLAK BANDUNG TETEH SKIP LAMA TEA BANJARMASIN

Mudrikah, Ana (2021) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SEBLAK BANDUNG TETEH SKIP LAMA TEA BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini bertujuan untuk menguji : (1) kualitas pelayanan (tangible) berpengaruh secara parsial terhadap kepuasan pelanggan pada Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (2) kualitas pelayanan (reliability) berpengaruh secara parsial terhadap kepuasan pelanggan pada Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (3) kualitas pelayanan (responsiveness) berpengaruh secara parsial terhadap kepuasan pelanggan pada Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (4) kualitas pelayanan (assurance) berpengaruh secara parsial terhadap kepuasan pelanggan pada Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (5) kualitas pelayanan (empathy) berpengaruh secara parsial terhadap kepuasan pelanggan pada Seblak Bandung Teteh Skip Lama Tea Banjarmasin dan (6) semua variabel kualitas pelayanan berpengaruh secara simultan terhadap kepuasan pelanggan pada Seblak Bandung Teteh Skip Lama Tea Banjarmasin. Rancangan penelitian ini adalah penelitian deskriptif kuantitatif dan merupakan penelitian survey. Populasi penelitian seluruh pelanggan Seblak Bandung Teteh Skip Lama Tea Banjarmasin dan sampel sebesar 30 responden dengan analisis data Regresi Linier Berganda. Hasil penelitian menunjukkan : (1) kualitas pelayanan pada dimensi tangible secara parsial tidak berpengaruh terhadap kepuasan pelanggan Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (2) kualitas pelayanan pada dimensi reliability secara parsial berpengaruh terhadap kepuasan pelanggan Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (3) kualitas pelayanan pada dimensi responsiveness secara parsial tidak berpengaruh terhadap kepuasan pelanggan Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (4) kualitas pelayanan pada dimensi assurance secara parsial tidak berpengaruh terhadap kepuasan pelanggan Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (5) kualitas pelayanan pada dimensi empathy secara parsial tidak berpengaruh terhadap kepuasan pelanggan Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (6) kualitas pelayanan meliputi dimensi tangible, reliability, responsiveness, assurance, dan empathy secara simultan berpengaruh positif pada kepuasan pelanggan Seblak Bandung Teteh Skip Lama Tea Banjarmasin. Semakin baik pelayanan yang diberikan Seblak Bandung Teteh Skip Lama Tea terhadap pelanggan maka pelanggan akan semakin puas. This study aims to determine : (1) service quality (tangible) partially affect customer satisfaction at Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (2) service quality (reliability) partially affect customer satisfaction at Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (3) service quality (responsiveness) partially affect customer satisfaction at Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (4) service quality (assurance) partially affect customer satisfaction at Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (5) service quality (empathy) partially affect customer satisfaction at Seblak Bandung Teteh Skip Lama Tea Banjarmasin and (6) all service quality variables have a simultaneous affect on customer satisfaction at Seblak Bandung Teteh Skip Lama Tea Banjarmasin. The design of this research is descriptive quantitative research and is a survey research. The research population is all customers of Seblak Bandung Teteh Skip Lama Tea Banjarmasin and a sample of 30 respondents with Multiple Linear Regression data analysis. The results of study show : (1) service quality on the tangible dimension partially has no effect on customer satisfaction Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (2) service quality on the reliability dimension partially affects customer satisfaction Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (3) service quality on the responsiveness dimension partially has no effect on customer satisfaction Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (4) service quality on the assurance dimension partially has no effect on customer satisfaction Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (5) service quality on the empathy dimension partially has no effect on customer satisfaction Seblak Bandung Teteh Skip Lama Tea Banjarmasin, (6) Service quality includes dimensions of tangible, reliability, responsiveness, assurance, and empathy simultaneously have a positive effect on customer satisfaction at Seblak Bandung Teteh Skip Lama Tea Banjarmasin. The better the service provided by Seblak Bandung Teteh Skip Lama Tea to customers, the more satisfied customers will be.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Pelanggan Service Quality, Customer Satisfaction
Subjects: H Social Sciences > HA Statistics
H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
H Social Sciences > HF Commerce
H Social Sciences > HG Finance
H Social Sciences > HJ Public Finance
Depositing User: Ana Mudrikah
Date Deposited: 27 Sep 2021 03:25
Last Modified: 27 Sep 2021 03:25
URI: http://eprints.uniska-bjm.ac.id/id/eprint/7190

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