LATARA, SITI NURJANAH (2021) PENGARUH KUALITAS PELAYANAN, HARGA DAN FASILITAS TERHADAP KEPUASAN PELANGGAN PT. WAHANA OTTOMITRA MULTIARTHA CILEUNGSI. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to examine and analyze the effect of service quality, price and facilities on customer satisfaction of PT. Wahana Ottomitra Multiartha Cileungsi. Population in this research were customers of PT. Ottomitra Multiartha Cileungsi rides is unknown. The sample used is 100 customers. The sampling method uses purposive sampling method. The Methods of data collection using survey method, with the research instrument is a questionnaire. The data analysis method using SPSS version 23. This study proves that the Quality of Service has a positif and significant effect on Customer Satisfaction. Price has a positif and significant effect on Customer Satisfaction. Facilities has a positive and significant effect on Customer Satisfaction. Keywords: Service Quality, Price, Facilities, Customer Satisfaction Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh kualitas pelayanan, harga dan fasilitas terhadap kepuasan pelanggan PT. Wahana Ottomitra Multiartha Cileungsi. Populasi dalam penelitian ini adalah pelanggan PT. Wahana Ottomitra Multiartha Cileungsi yang tidak diketahui jumlahnya. Sampel yang dipergunakan adalah sebanyak 100 pelanggan. Metode penarikan sampel menggunakan metode purposive sampling. Metode pengumpulan data menggunakan metode survey, dengan instrument penelitian adalah kuesioner. Metode analisis data menggunakan SPSS versi 23. Penelitian ini membuktikan bahwa Kualitas Pelayanan berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan. Harga berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan. Fasilitas berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Kata Kunci: Kualitas Pelayanan, Harga, Fasilitas, Kepuasan Pelanggan.
| Item Type: | Thesis (S1) |
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| NIM/NIDN Creators: | 43117310034 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Harga, Fasilitas, Kepuasan Pelanggan. |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor > 651.9 Office Services in Specific Kinds of Enterprises/Layanan Kantor untuk Perusahaan Tertentu |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 05 Nov 2024 03:18 |
| Last Modified: | 05 Nov 2024 03:18 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/92742 |
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