Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen

  • Riska Nindia Sari Universitas Islam Balitar
  • Anwar Hakim Darajat Universitas Islam Balitar
  • Niken Ria Ningsih Universitas Islam Balitar
https://doi.org/10.35457/translitera.v11i2.2449
Abstract views: 112 , PDF downloads: 98
Keywords: Customer Satisfaction, Service Quality

Abstract

Seeing how the effect of service quality in this study on customer satisfaction at PT. Source Jaya Lariska. This study used a total population of 20 people and because the population was less than 100, the respondents who would be given a questionnaire (number of samples) were also as many as the total population of 20 people. Instrument tests used in the data analysis process are divided into validity and reliability tests. Normality and heteroskedasticity tests are also carried out which are included as tests of classical assumptions. Finally, hypothesis testing will be carried out, namely using the t test. The results obtained are significantly the quality of service has an influence on customer satisfaction. It is proven on the basis of the regression test results with a signification value of 0.048 < 0.05.

References

Arikunto, S. (2012). Prosedur Penelitian Suatu Pendekatan Praktek. Jakarta: Rineka Cipta.
Ghozali, I. (2016). Aplikasi Analisis Multivariate dengan program SPSS. Semarang: Badan Penerbit UNDIP.
Gujarati, D.N. (2012). Dasar-dasar Ekonometrika, Terjemahan Mangunsong, R.C., buku 2, Edisi 5. Jakarta: Salemba Empat.
Rochaety, E. (2009). Metodologi Penelitian Bisnis. Jakarta: Mitra Wacana Media.
Santoso, S. (2012). Panduan Lengkap SPSS Versi 20. Jakarta: PT Elex Media Komputindo.
Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: PT Alfabet.
Sunyoto, Danang. (2013). Metodologi Penelitian Akuntansi. Bandung: PT. Rafikan Aditama.
Tjiptono, F. (2012). Service Management Mewujudkan Layanan Prima. Yogyakarta: CV Andi Off

PlumX Metrics

Published
2022-09-25
How to Cite
Sari, R. N., Darajat, A. H., & Ningsih, N. R. (2022). Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen. Translitera : Jurnal Kajian Komunikasi Dan Studi Media, 11(2), 78-86. https://doi.org/10.35457/translitera.v11i2.2449
Issue
Vol. 11 No. 2 (2022): September 2022
Section
Articles

Copyright (c) 2022 Translitera : Jurnal Kajian Komunikasi dan Studi Media

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Authors who publish with this journal agree to the following terms:

  1. Copyright on any article is retained by the author(s).
  2. Author grant the journal, right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work’s authorship and initial publication in this journal.
  3. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  4. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
  5. The article and any associated published material is distributed under the Creative Commons Attribution-ShareAlike 4.0 International License