SUKMAWANGI, ZAITUNI (2020) ANALISIS KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN DENGAN METODE SERVICE QUALITY. S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK PT. X adalah salah satu perusahaan bisnis jasa dalam bidang properti konsultan. Perusahaan ini merupakan bagian dari rocket internet yang merupakan venture builder terkemuka di dunia. Dalam meningkatkan kepuasan pelanggan, PT X perlu mengetahui bagaimana pelayanan yang telah di berikan terhadap konsumen, oleh karena itu perlu dilakukan analisis pengaruh antara kualitas pelayanan dengan kepuasan pelanggan. Kualitas pelayanan memiliki lima variable pengukurnya, yaitu : responsive, assurance, empathy, tangible, dan reliability. Sampel yang digunakan dalam penelitian ini berjumlah 29 responden. Metode penelitian yang digunakan dalam melakukan pengujian data adalah uji validitas, reabilitas dan normalitas. Setelah itu dilakukan pengujian koefisien regresi linear berganda dengan uji t, uji f dan uji determinasi. Setelah pengujian tersebut selesai, maka dilakukan analisis regresi linear berganda. Berdasarkan hasil analisis regresi linear berganda didapatkan bahwa terdapat pengaruh kualitas pelayanan terhadap kepuasan pelanggan sebesar 78,9%, dan dari kelima variable kualitas pelayanan yang paling dominan adalah variable empati yaitu sebesar 66,2%. Kata kunci : kualitas pelayanan, kepuasan pelanggan, regresi linear berganda ABSTRACT PT. X is a service business company in the field of properti consultancy. This company is part of Internet Rocket which is the leading venture builder in the world. In increasing customer satisfaction, PT X needs to know how the service has been provided to consumers, therefore it is necessary to analyze the influence of service quality with customer satisfaction. Service quality has five measuring variables, namely: responsive, assurance, empathy, tangible, and reliability. The sample used in this study amounted to 29 respondents. The research method used in conducting data testing is the validity, reliability and normality tests. After that the multiple linear regression coefficient is tested by t test, f test and determination test. After the test is completed, multiple linear regression analysis is performed. Based on the results of multiple linear regression analysis found that there is an effect of service quality on customer satisfaction of 78.9%, and of the five most dominant service quality variables is the empathy variable that is equal to 66.2%. Keywords: service quality, customer satisfaction, multiple linear regression
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND 20 001 |
| NIM/NIDN Creators: | 41617320004 |
| Uncontrolled Keywords: | Kata kunci : kualitas pelayanan, kepuasan pelanggan, regresi linear berganda |
| Subjects: | 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 001 Knowledge/Ilmu Pengetahuan > 001.4 Research; Statistical Methods/Riset; Metode Statistik > 001.42 Reseach Methods/Metode Riset |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 14 Apr 2022 04:40 |
| Last Modified: | 14 Apr 2022 04:54 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59898 |
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