PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA CV. ESTIKA JAMBI

Liony Oktavia, 1800861201003 (2022) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA CV. ESTIKA JAMBI. skripsi thesis, Universitas Batanghari Jambi.

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Abstract

ABSTRACT LIONY OKTAVIA / 1800861201003 / FACULTY OF ECONOMIC MANAGEMENT / EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT CV ESTIKA JAMBI / ACADEMIC COUNSELORS MR. FADIL ISKANDAR S.E, M.M / 1ST ADVISOR MR. ALHUDORI, S.E, MM / 2ND ADVISOR MR. RIKO MAPPADECENG, S.E, MM. This study aims to analyze first, how to do service quality and customer satisfaction and how the influence of service quality on customer satisfaction at CV Estika Jambi. The research methodology used is descriptive method and quantitative analysis. The data used is primary data. The population that becomes the object of this research is customer satisfaction at CV.Estika Jambi. The analytical method used is simple regression analysis, hypothesis testing, correlation coefficient determinants and t test. CV. Estika Jambi is located on Jl. Slamet Riyadi Broni - Jambi City. As a place that provides Advertising and Digital Printing services The result of this research is that service quality has a significant effect on customer satisfaction at CV. Estika Jambi. The simple linear regression equation is Y = 0.792 + 0.790 X. This is proven by the quality of service is greater than t table, namely and prop.sig is smaller than (5%) or (4.422 > 1.6605) and (0.000< (5%) ) and service quality on customer satisfaction are interconnected and the two variables have a positive relationship, and the r2 value of 67.1% means that the service quality variable can explain the influence of the customer satisfaction variable. The conclusion is that the service quality variable has a significant effect on customer satisfaction at CV Estika Jambi.

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