PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA APOTEK TYAS FARMA KASANG PUDAK MUARO 1 JAMBI

ANNISA FITRI, ANNISA FITRI (2022) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA APOTEK TYAS FARMA KASANG PUDAK MUARO 1 JAMBI. skripsi thesis, Universitas Batanghari.

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Abstract

ABSTRACT Annisa Fitri/ 1700861201417 / faculty of Economics / Marketing Management / The Effect of Service Quality on Consumer Satisfaction at Tyas Farma Pharmacy Kasang Pudak Muaro Jambi / Advisor 1 . Sakinah AS, SE, MM. 2 nd Denny Asmas SE., M.SI. The purpose of the study was to analyze the quality of service on consumer satisfaction at the Tyas Farma Muaro Jambi Pharmacy. To analyze how big the influence of Service Quality on Consumer Satisfaction at the Tyas Farma Muaro Jambi Pharmacy. The author draws the hypothesis that Service Quality has a positive and significant effect on Consumer Satisfaction. The research methodology used is descriptive analysis method and statistical analysis method. The data used is secondary data. Hypothesis testing was carried out using t-test, with a significance level of (α) 5%. Data analysis using statistical data processing software, namely SPSS version 25 for windows. This research was conducted during the period of 2021. The results of the t test (individually) showed that the Service Quality variable had a positive and significant influence on Consumer Satisfaction. The results of the coefficient of determination in this study were 0.799. This means that consumer satisfaction is influenced by the service quality variable of 79.9% while the rest is influenced by other variables. Considering that service quality variables affect consumer satisfaction at Apotek Tyas Farma, the next researcher should examine other variables to see the validity of the results

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