WIJAYA, ADING PUTRI (2020) ANALISIS KEPUASAN KONSUMEN BENGKEL RESMI PT XYZ TERHADAP KUALITAS PELAYANAN HALO XYZ DENGAN METODE SERVQUAL. S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan. Penelitian ini juga bertujuan untuk menentukan dimensi kualitas layanan yang paling berpengaruh terhadap kepuasan pelanggan. Penelitian ini adalah survey dengan responden terhadap 100 pelanggan PT XYZ Jakarta. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Data dikumpulkan menggunakan kuesioner. Data dianalisis menggunakan analisis regresi berganda untuk menjawab hipotesis. Hasil analisis data adalah: 1) Kualitas layanan dari dimensi tangible, reliability, responsiveness, assurance, empathy berpengaruh positif terhadap kepuasan pelanggan PT XYZ. 2) Dimensi kualitas layanan yang paling berpengaruh terhadap kepuasan pelanggan adalah nyata. Kata Kunci : Kualitas, Kepuasan, Tangible, Reliability, Responsiveness, Assurance, Empathy ABSTRACT This study aims to analyze the impact of service quality on customer satisfaction. The study also aimed to determine the dimensions of service quality that most influence customer satisfaction. This study is a survey with 100 respondents PT XYZ Jakarta . The sampling technique used is purposive sampling. Data were collected using the questionnaire. Data were analyzed using multiple regression analysis to answer hypotheses. The results of the data analysis are: 1) Quality of service quality dimensions, reliability, responsiveness, assurance, empathy have a positive impact on customer satisfaction at PT XYZ. 2) The dimensions of service quality that most influence customer satisfaction are clearly evident. Keywords: Quality, Satisfaction, Interest, Reliability, Responsibility, Warranty, Empathy
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND 20 009 |
| NIM/NIDN Creators: | 41617320063 |
| Uncontrolled Keywords: | Kata Kunci : Kualitas, Kepuasan, Tangible, Reliability, Responsiveness, Assurance, Empathy |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 14 Apr 2022 06:39 |
| Last Modified: | 14 Apr 2022 06:39 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59916 |
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