VALENCIA, LAURENT (2023) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN SIOMAY WIJAYA BOGOR. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Excellent service needs to be supported with maximum service by providing services in the service sector, maximum service makes business partners have a good image. This study aims to determine, describe, describe and explain how much influence the quality of service provided by Siomay Wijaya Bogor's business partners has on customer satisfaction. This is also done by Siomay Wijaya to increase customer satisfaction. The theory used in this study was put forward by Parasuraman to produce service quality dimensions including: Reliability, Responsiveness, Assurance, Empathy, Tangibles. And also using the theory put forward by Kotler in Suwardi's journal produces dimensions of customer satisfaction including: Re-purchase, Creating Word-of-Mouth, Creating Brand Image, and Making Purchase Decisions in Companies. The research approach used in this research is quantitative with the survey method and distributing questionnaires to 91 respondents, namely customers of Siomay Wijaya Bogor. Based on the research results, service quality has an effect of the dependent variable which can be explained by the independent variable of 13%, while the remaining 87% is explained by other variables that are not included in the regression model. The simple linear regression equation in this study can be formulated as Y = 6.560E-017 + 0.362 X. The result of the F test is 13.446 while the F table statistic with alpha = 5% is 3.880, so hypothesis testing can be written as 13.446 > 3.880 which means the research decision is Ho is rejected and Ha is accepted. In conclusion, improving the quality of customer service affects customer satisfaction positively and significantly. Keywords: Excellent Service, Service Quality, Customer Satisfaction Pelayanan prima perlu didukung dengan pelayanan yang maksimal dengan memberikan pelayanan di bidang jasa, pelayanan yang maksimal membuat mitra usaha memiliki citra yang baik. Penelitian ini bertujuan untuk mengetahui, menggambarkan, menguraikan serta menjelaskan seberapa besar pengaruh Kualitas Pelayanan yang diberikan mitra usaha Siomay Wijaya Bogor terhadap Kepuasan Pelanggan. Hal tersebut juga dilakukan oleh Siomay Wijaya untuk meningkatkan Kepuasan Pelanggannya. Teori yang digunakan pada penelitian ini dikemukakan oleh Parasuraman menghasilkan dimensi Kualitas Pelayanan diantaranya: Reliability, Responsiveness, Assurance, Empathy, Tangibles. Dan juga menggunakan teori yang dikemukakan oleh Kotler dalam jurnal Suwardi menghasilkan dimensi Kepuasan Pelanggan diantaranya: Re-purchase, Menciptakan Word-of-Mouth, Menciptakan Citra Merek, dan Menciptakan Keputusan Pembelian Pada Perusahaan. Pendekatan penelitian yang digunakan dalam penelitian ini adalah kuantitatif dengan metode survei dan menyebarkan kuesioner kepada 91 responden yaitu pelanggan Siomay Wijaya Bogor. Berdasarkan hasil penelitian Kualitas Pelayanan berpengaruh sebesar variabel dependen yang dapat dijelaskan oleh variabel independen sebesar 13% Sedangkan sisanya 87% dijelaskan oleh variabel lainnya yang tidak dimasukan dalam model regresi. Persamaan regresi linear sederhana di dalam penelitian ini dapat dirumuskan sebagai Y = 6.560E-017 + 0.362 X. Hasil dari uji F adalah sebesar 13.446 sedangkan statistik tabel F dengan alpha = 5% adalah sebesar 3.880, sehingga pengujian hipotesis dapat ditulis sebagai 13.446 > 3.880 yang berarti keputusan penelitian adalah Ho ditolak dan Ha diterima. Sebagai kesimpulan peningkatan Kualtias Layanan pelanggan mempengaruhi Kepuasan Pelanggan secara positif dan signifikan. Kata Kunci: Pelayanan Prima, Kualitas Pelayanan, Kepuasan Pelanggan
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FK/PR. 23 131 |
| Call Number: | SK/42/23/078 |
| NIM/NIDN Creators: | 44219010087 |
| Uncontrolled Keywords: | Pelayanan Prima, Kualitas Pelayanan, Kepuasan Pelanggan |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | Andriyani |
| Date Deposited: | 13 Oct 2023 06:11 |
| Last Modified: | 13 Oct 2023 06:11 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/81533 |
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