ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus di PT. TRI)

NATA, SURYA DIMAS (2020) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus di PT. TRI). S1-Sarjana thesis, Universitas Mercu Buana Jatisampurna.

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1. JUDUL.pdf

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2. LEMBAR PERNYATAAN.pdf

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3. LEMBAR PENGESAHAN.pdf

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4. ABSATRAK.pdf

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5. KATA PENGANTAR.pdf

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6. DAFTAR ISI.pdf

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7. DAFTAR TABEL.pdf

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8. DAFTAR GAMBAR.pdf

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15. DAFTAR PUSTAKA.pdf
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Abstract

ABSTRAK PT. TRI merupakan perusahaan yang bergerak dalam bidang Supermarket. PT. TRI berinovasi dalam memberikan standar pelayanan kelas dunia di industri ritel Indonesia. Untuk meningkatkan kepuasan pelanggan, PT TRI perlu mengetahui atas pelayanan yang di berikan terhadap konsumen, karena selama ini PT TRI belum melakukan penelitian seberapa pengaruhnya atas pelayanan yang di berikan terhadap kepuasan para pelanggannya. Sampel yang digunakan dalam penelitian ini berjumlah 100 responden. Analisa data yang digunakan menggunakan kuantitatif dengan menggunakan uji validitas reability, uji asumsi klasik, hipotesis dan analisa regresi linier berganda. Berdasarkan analisis linier berganda maka dapat dilihat bahwa yang paling berpengaruh terhadap variabel kepuasan pelanggan adalah variabel, responsive dengan nilai koefisien regresi sebesar 0,335 (33,5%), reability dengan nilai koefisien regresi sebesar 0,289 (28,9%), assurance dengn nilai koefisien regresi sebesar 0,298 (29,8%), empathy dengan nilai koefisien regresi sebesar 0,093 (9,3%). sedangkan variabel tangible berpengaruh positif dengan nilai koefisien regresi sebesar 0,087 (8,7%) tetapi tidak signifikan terhadap kepuasan pelanggan dengan signifikan (P value) 0,141>0,05. Kata kunci: Responsive, Reability, Assurance, Empathy, Tangible ABSTRACT PT. TRI is a company engaged in the field of Supermarket. PT. TRI innovates in providing world class service standards in the Indonesian retail industry. To increase customer satisfaction, PT TRI needs to know about the services it provides to consumers, because so far PT TRI has not conducted research on how they affect the services it provides to the satisfaction of its customers. The sample used in this study amounted to 100 respondents. Analysis of the data used is quantitative by using reability validity test, classic assumption test, hypothesis and multiple linear regression analysis. Based on multiple linear analysis, it can be seen that the most influential on customer satisfaction variables are variables, responsive with a regression coefficient of 0.335 (33.5%), reliability with a regression coefficient of 0.289 (28.9%), assurance with a coefficient value regression of 0.298 (29.8%), empathy with a regression coefficient of 0.093 (9.3%). while the tangible variable has a positive effect with a regression coefficient of 0.087 (8.7%) but not significantly to customer satisfaction with a significant (P value) 0.141> 0.05. Keywords: Responsive, Reability, Assurance, Empathy, Tangible.

Item Type: Thesis (S1-Sarjana)
Call Number CD: FT/IND 19 046
NIM: 41615310028
Uncontrolled Keywords: Responsive, Reability, Assurance, Empathy, Tangible
Subjects: 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
600 Technology/Teknologi > 680 Manufacture For Specific Uses/Industri Pembuatan produk untuk penggunaan tertentu
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Nasruddin Mansyur S.Hum
Date Deposited: 07 Nov 2020 05:47
Last Modified: 07 Nov 2020 05:47
URI: http://repository.mercubuana.ac.id/id/eprint/58015

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