Muzayyanah, Muzayyanah (2021) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Rumah Makan Berkah Jaya Desa Paeng Kec. Modung Kab. Bangkalan. Skripsi thesis, Universitas Kadiri.
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Abstract
The purpose of this study was to determine the effect of service quality on customer satisfaction at the Berkah Jaya restaurant, Paeng Village, Kec. Modung Kab. Bangkalan. The type of this research is quantitative research. The population in this study are consumers of Berkah Jaya restaurant, Paeng Village, Kec. Modung Kab. Bangkalan. This study used a sample of 100 respondents. Sampling using non-probability sampling using purposive sampling method. While the data collection techniques used are interviews, questionnaires and literature study. In testing the questionnaire used validity and reliability tests. The analysis used using multiple linear regression analysis, while in testing the hypothesis using the T test and F test. From the results of the T test, it shows that the sig value of the service quality variable on the tangibles indicator shows a sig of 0.372 > 0.05 so it can be concluded that X1 tangibles is not affect customer satisfaction. The sig value of the service quality variable on the reliability indicator shows a sig value of 0.293 > 0.05, so it can be concluded that X2 reliability has no effect on customer satisfaction. The sig value of the service quality variable on the responsiveness indicator shows a sig of 0.01 <0.05 so it can be concluded that X3 responsiveness has an effect on customer satisfaction. The sig value of the service quality variable on the assurance indicator shows a sig number of 0.625 > 0.05 so it can be concluded that X4 assurance has no effect on customer satisfaction. The sig value of the service quality variable on the empathy indicator shows the sig 0.00 <0.05 so it can be concluded that X5 empathy has an effect on customer satisfaction. Keywords: Service Quality, Customer Satisfaction.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi > Prodi Manajemen S1 |
| Depositing User: | NR Nurul Huda |
| Date Deposited: | 03 Nov 2021 07:05 |
| Last Modified: | 15 Nov 2021 03:24 |
| URI: | http://repository.unik-kediri.ac.id/id/eprint/118 |
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