PENGARUH KUALITAS PELAYANANTERHADAP KEPUASAN PELANGGANPADA SPBU PT ARMAHEN PERMATA

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Liza Zahira
Tuti Hartati

Abstract

ABSTRACT
Influence Of Service Quality Customer Satisfaction At SPBU PT Armahen Permata. 2013. This study aimed to describe the Quality of Service analysis of the effect of variable to variable customer satisfaction. The sample used in this study amounted to 100 respondents. The sampling method using Accidental Sampling. Data analysis method used is quantitative analysis using validity and reliability testing, the classic assumption test, t test, F test and multiple regression analysis. By using multiple regression analysis can be inferred tangible variable regression coefficient of 0.418 is positive, the value of the regression coefficient for the variable reliability of 0.426 is positive, the value of the regression coefficient of 0.181 variable responsiveness is positive, the value of the regression coefficient of 0.451 collateral variable is positive, and empathy variable regression coefficient is positive 0.682. Of the F test results obtained in this study calculated F value of 23.453 with a figure of significance(P value) of 0.000. With the 95% significance level (α = 0,05). Figuressignificance (P value) of 0.000 <0.05. Adjusted coefficient of determination or R2 is equal to 0.531. This may imply that the independent variable (direct evidence, assurance, responsiveness and empathy) can explain the dependent variable (customer satisfaction) of 53.1%, while the rest is explained by other factors not examined.

Keywords:Tangible, Reliability, Responsiveness, Assurance, Empathy,Satisfaction

ABSTRAK
Penelitian ini bertujuan untuk mendeskripsikan kualitas analisis Pelayanan pengaruh variabel untuk kepuasan pelanggan variabel. Sampel yang digunakan dalam penelitian ini berjumlah 100 responden. Metode pengambilan sampel menggunakan Accidental Sampling. Metode analisis data yang digunakan adalah analisis kuantitatif dengan menggunakan uji validitas dan reliabilitas, uji asumsi klasik, uji t, uji F dan analisis regresi berganda. Dengan menggunakan analisis regresi berganda dapat disimpulkan koefisien regresi variabel nyata dari 0,418 positif, nilai koefisien regresi untuk variabel reliability 0,426 positif, nilai koefisien regresi 0,181 variabel responsiveness positif, nilai regresi koefisien 0,451 variabel jaminan positif, dan koefisien regresi variabel empati positif 0,682. Dari hasil uji F diperoleh dalam penelitian ini dihitung nilai F dari 23,453 dengan angka signifikansi (P value) sebesar 0,000. Dengan tingkat kepercayaan 95% (α = 0,05).

Kata kunci:abstrak kepercayaan kenyataan, tanggapan dan jaminan dan kepuasan

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How to Cite
Zahira, L., & Hartati, T. (2015). PENGARUH KUALITAS PELAYANANTERHADAP KEPUASAN PELANGGANPADA SPBU PT ARMAHEN PERMATA. Epigram, 11(1). https://doi.org/10.32722/epi.v11i1.665