PENGARUH TANGIBLE DAN RELIABILITY TERHADAP KEPUASAN KONSUMEN PADA PUSPA WEDDING DECORATION JAMBI

Desy Kusnawati, 1800861201303 (2024) PENGARUH TANGIBLE DAN RELIABILITY TERHADAP KEPUASAN KONSUMEN PADA PUSPA WEDDING DECORATION JAMBI. skripsi thesis, Universitas BATANGHARI Jambi.

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Abstract

The aim of the research is to determine physical evidence, reliability and consumer satisfaction with Puspa Wedding Decoration Jambi. In discussing this problem the author uses a quantitative descriptive method by looking for information about symptoms, clearly establishing the goals to be achieved, collecting data as material for conducting research. Puspa Wedding Decoration is a wedding decoration service founded by Puspa in 2013 and in 2017 Puspa Wedding Decoration began to experience very good development. Puspa Wedding Decoration Jambi has a variety of wedding services. The population in this research is consumers of Puspa Wedding Decoration Jambi. The sample was determined using the judgment sampling method with the number of respondents being 51 Puspa Wedding Decoration consumers regarding physical evidence, reliability and consumer satisfaction. The hypothesis was tested using the t test and F test. Based on the results of linear analysis, the equation Y = 7.034 + 0.752 X1+ 0.513 X2 is obtained. The calculated t test value is greater than t table (X1) of (3.768 > 1,67722) and reliability (X2) of (2.323 > 1,67722). With an F test of 0.000, the hypothesis Ha is accepted and Ho is rejected. The R square value is 0.702 or 70.2% while the remaining 29.8% is influenced by other factors. The conclusion of this research is that physical evidence (tangible) and reliability have a significant influence both simultaneously and partially on consumer satisfaction. Keywords: Tangible, Reliability, Consumer Satisfaction

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