Setiawan, Solis (2021) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL LAS PODOMORO BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.
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Abstract
Penelitian ini bertujuan untuk menguji : (1) kualitas pelayanan yang selama ini diberikan oleh bengkel las podomoro, (2) dimensi kualitas pelayanan (tangible, reliability, responsiveness, assurance, dan empathy) yang paling berpengaruh terhadap kualitas pelayanan, (3) apakah terdapat pengaruh kualitas pelayanan (yang meliputi dimensi tangible,reliability,responsiveness,assurance, dan empathy) terhadap kepuasaan konsumen bengkel las podomoro. Rancangan penelitian ini adalah penelitian deskriptif kualitatif dan merupakan penelitian survey. Populasi penelitian seluruh pelanggan atau pengguna jasa bengkel las Podomoro Banjarmasin dan sampel sebesar 30 responden dengan analisis data Regresi Linier Berganda. Hasil penelitian menunjukkan (1) Kualitas pelayanan meliputi dimensi tangible, reliability, responsiveness, assurance, dan empathy secara parsial hanya terdapat satu dimensi yaitu empathy yang berpengaruh positif terhadap kepuasan konsumen Bengkel Las Podomoro Banjarmasin, (2) kualitas pelayanan meliputi dimensi tangible, reliability, responsiveness, assurance, dan empathy secara simultan berpengaruh positif pada kepuasaan konsumen Bengkel Las Podomoro Banjarmasin. Semakin baik pelayanan yang diberikan maka konsumen akan semakin puas, (3) dimensi kualitas pelayanan yang paling berpengaruh pada kepuasaan konsumen adalah dimensi assurance. This study aims to determine : (1) the quality of service that has been provided by the podomoro welding workshop, (2) dimensions of service quality (tangible, reliability, responsiveness, assurance, and empathy) that have the most influence on service quality, (3) Is there any influence of service quality (which includes the dimensions of tangible, reliability, responsiveness, assurance, and empathy) on consumer satisfaction of the podomoro welding workshop. The design of this research is descriptive qualitative research and is a survey research. The research population is all customers or users of the Podomoro welding workshop in Banjarmasin and a sample of 30 respondents with Multiple Linear Regression data analysis. The results of the study show : (1) Service quality includes dimensions of tangible, reliability, responsiveness, assurance, and empathy partially, there is only one dimension, namely empathy which has a positive effect on consumer satisfaction. Welding Workshop Podomoro Banjarmasin, (2) Service quality includes the dimensions of tangible, reliability, responsiveness, assurance, and empathy simultaneously have a positive effect on consumer satisfaction at the Podomoro Welding Workshop Banjarmasin. The better the service provided, the more satisfied consumers will be, (3) The dimension of service quality that has the most influence on customer satisfaction is the assurance dimension.
Item Type: | Thesis (Diploma) |
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Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Pelanggan Service Quality, Customer Satisfaction |
Subjects: | H Social Sciences > H Social Sciences (General) 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 H Social Sciences > HN Social history and conditions. Social problems. Social reform |
Depositing User: | Solis Setiawan |
Date Deposited: | 28 Sep 2021 03:54 |
Last Modified: | 28 Sep 2021 03:54 |
URI: | http://eprints.uniska-bjm.ac.id/id/eprint/7192 |
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