Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Rental Frame Kamera

Nasrudin, Muhammad (2021) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Rental Frame Kamera. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini bertujuan untuk menguji : (1) Untuk menganalisis pengaruh kehandalan (reliability) terhadapkepuasan pelanggan di Rental Frame Kamera, (2) Untuk menganalisis pengaruh daya tanggap (responsiveness) terhadapkepuasan pelanggan di Rental Frame Kamera. (3) Untuk menganalisis pengaruh jaminan(assurance) terhadapkepuasanpelanggan di Rental Frame Kamera. (4) Untuk menganalisis pengaruh empati (empathy) terhadap kepuasanpelanggan di Rental Frame Kamera (5) Untuk menganalisis pengaruh bukti fisik (tangible) terhadap kepuasanpelanggan di Rental Frame Kamera. Rancanganpenelitianiniadalahpenelitikuntitatif dan merupakanpenelitiaanangket. Populasipenelitianiniadalahseluruhkonsumen di Frame Kamera dan sampelsebesar 30 respondendengananalisis data Uji Validitas dan Uji RealibilitasRealibilitas. Hasil peneliti menunjukan menunjukan bahwa variabel keandalan berpengaruh secara signifikan terhadap kepuasan pelanggan di frame kamera sebesar 0 % dan bukti langsung sebesar 2 %. Sedangkan variabel daya tanggap tidak berpengaruh secara signifikan sebesar 2,5%, variable jaminan tidak berpengaruh signifikan sebesar 37,2% dan empati sebesar 38,3%. This study aims to examine: (1) To analyze the effect of reliability on customer satisfaction in Camera Frame Rental, (2) To analyze the effect of responsiveness on customer satisfaction at Camera Frame Rental. (3) To analyze the effect of assurance on customer satisfaction in Camera Frame Rental. (4) To analyze the effect of empathy (empathy) on customer satisfaction in Camera Frame Rental (5) To analyze the effect of physical evidence (tangible) on customer satisfaction at Camera Frame Rental. This research design is a quantitative research and is a questionnaire research. The population of this study is all consumers in the Camera Frame and a sample of 30 respondents with data analysis of Validity Test and Reliability Test. The results showed that the reliability variable had a significant effect on customer satisfaction in the camera frame by 0% and direct evidence by 2%. While the responsiveness variable has no significant effect at 2.5%, the guarantee variable has no significant effect at 37.2% and empathy is 38.3%.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Pengaruh Kuatitas, Pelayanan kepuasan pelanggan di rental fram camera Effect of Service Quality on Customer Satisfaction in Camera Frame Rental.
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HG Finance
Depositing User: Muhammad Nasrudin
Date Deposited: 24 Sep 2021 01:42
Last Modified: 24 Sep 2021 01:42
URI: http://eprints.uniska-bjm.ac.id/id/eprint/7779

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