EFFENDY, IVONNY (2020) PENGARUH KUALITAS PELAYANANTERHADAP KEPUASAN PELANGGANDI PT. SUBANG JAYA LESTARI BARU. S2 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRACT The purpose of this study is to analyze how service quality can affect customer satisfaction. The dimensions of tangible, reliability, responsiveness, assurance, and empathy are dimensions of service quality. The dimensions of customer satisfaction are attribute related to product, attribute related to service , attribute related to purchase. To answer the problems and research objectives, data were collected from 100 respondents which were research samples where all respondents were consumers of PT. Subang Jaya Lestari Baru. Samples were selected using a total sampling technique. This research is a causal associative type of research using a questionnaire that is measured with a semantic differential scale. Furthermore, the data obtained were analyzed using SEM AMOS analysis. The results showed that the dimension of service quality that has the strongest relationship is assurance with a value of 0.800, while the dimension of customer satisfaction is the attribute associated with purchase of customer satisfaction with the strongest relationship value of 0.878. The results of this study indicate that there is a positive and significant influence on Service Quality on customer satisfaction of PT. Subang Jaya Lestari Baru. . Keywords : Service Quality, Customer Satisfaction, SEM AMOS ABSTRAK Tujuan dari penelitian ini adalah untuk menganalisis bagaimana kualitas pelayanan dapat mempengaruhi kepuasan pelanggan. Dimensi Bukti fisik, Keandalan, kecepatan, jaminan, dan empati merupakan dimensi dari Kualitas Pelayanan. Dimensi dari Kepuasan pelanggan yaitu atribut terkait produk, atribut terkait pelayanan, atribut terkait pembelian.. Untuk menjawab permasalahan dan tujuan penelitian, maka dikumpulkan data dari 100 responden yang merupakan sampel penelitian dimana seluruh responden merupakan konsumen PT. Subang Jaya Lestari Baru. Sampel dipilih dengan menggunakan teknik total sampling. Penelitian ini merupakan jenis penelitian assosiatif kausal menggunakan kuesioner yang diukur dengan skala semantic differensial Selanjutnya, data yang diperoleh dianalisis dengan menggunakan analisis SEM AMOS. Hasil Penelitian menunjukkan bahwa dimensi kualitas pelayanan yang paling kuat hubungannya adalah jaminan dengan nilai sebesar 0,800, sedangkan dimensi kepuasan pelanggan yaitu atribut terkait pembelian terhadap kepuasan pelanggan yang paling kuat nilai hubungan sebesar 0,878. Hasil penelitian ini menunjukkan bahwa terdapat pengaruh positif dan signifikan Kualitas Pelayanan terhadap kepuasan pelanggan PT. Subang Jaya Lestari Baru. Kata Kunci : Kualitas pelayanan, Kepuasan pelanggan, SEM AMOS
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | FE/MSDM 20 002 |
| NIM/NIDN Creators: | 55115320007 |
| Uncontrolled Keywords: | Kualitas pelayanan, Kepuasan pelanggan, SEM AMOS |
| 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 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 25 Aug 2022 07:12 |
| Last Modified: | 25 Aug 2022 07:12 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/68468 |
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