PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN LEMBAGA BIMBINGAN BELAJAR GANESHA OPERATION CABANG SERANG BANTEN

ABDI, SURIYA (2018) PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN LEMBAGA BIMBINGAN BELAJAR GANESHA OPERATION CABANG SERANG BANTEN. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aims to clarify the influence of Quality of Service towards consumer satisfaction in “Lembaga Bimbingan Belajar Ganesha Operation Branch Yusuf Martadilaga Serang”. The measurement of the dimensions of quality in this study using five dimensions of Service Quality of the dimensions of the Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Research instrument used was a questionnaire distributed to 174 people who was a student of “Lembaga Bimbingan Belajar Ganesha Operation Branch Yusuf Martadilaga Serang”. The taking of the sample using the method of Non-Probability Sampling with purpossive sampling approach. Analyzed using the multiple regression analysis to see the dimensions of the quality of services that have an impact on consumer satisfaction in“Lembaga Bimbingan Belajar Ganesha Operation Branch Yusuf Martadilaga Serang”. The results of this research show the fifth dimension is the simultaneous effect on Consumer Satisfaction but only partial dimensions Tangibles and Assurance that influence significantly while the dimension of Reliability, Responsiveness, and Empathy has no effect against Consumer Satisfaction in “Lembaga Bimbingan Belajar Ganesha Operation Branch Yusuf Martadilaga Serang” Keyword: Service Quality, Tangible, Empathy, Reliability, Responsiveness, Assurance, Customer Satisfaction. Penelitian ini bertujuan untuk menjelaskan pengaruh kualitas Pelayanan terhadap kepuasan Pelanggan di Lembaga Bimbingan Belajar Ganesha Operation Cabang Yusuf Martadilaga Serang. Pengukuran dimensi kualitas dalam penelitian ini menggunakan lima dimensi kualitas layanan yang terdiri atas dimensi Tangible, Reliability, Responsiveness, Assurance, dan Empathy. Instrumen penelitian yang digunakan adalah kuesioner yang disebarkan kepada 174 orang yang merupakan siswa dari Lembaga Bimbingan Belajar Ganesha Operation Cabang Yusuf Martadilaga Serang. Pengambilan sample menggunakan tehnik Non-Probability Sampling dengan pendekatan Purpossive Sampling. Analisis menggunakan analisis regresi berganda. Hasil dari penelitian ini menunjukkan kelima dimensi kepuasan Pelanggan simultan berpengaruh terhadap kepuasan Pelanggan namun secara parsial hanya dimensi Tangible dan Assurance yang berpengaruh signifikan terhadap kepuasan Sedangkan dimensi Reliability, Responsiveness, dan Empathy tidak berpengaruh terhadap kepuasan Pelanggan di Lembaga Bimbingan Belajar Ganesha Operation Cabang Yusuf Martadilaga Serang. Kata kunci: kualitas layanan, Tangible, Empathy, Reliability, Responsiveness, Assurance, kepuasan Pelanggan

Item Type: Thesis (S2)
NIM/NIDN Creators: 55114120326
Uncontrolled Keywords: kualitas layanan, Tangible, Empathy, Reliability, Responsiveness, Assurance, kepuasan Pelanggan
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 07 Jul 2018 02:19
Last Modified: 14 Dec 2021 08:10
URI: http://repository.mercubuana.ac.id/id/eprint/43557

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