PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA BENGKEL PT. SUKA FAJAR JAMBI

Bayu Kurnianda, Bayu Kurnianda (2022) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA BENGKEL PT. SUKA FAJAR JAMBI. skripsi thesis, Universitas Batanghari.

Text SKRIPSI BAYU 1800861201072 PERPUS.pdf Download (2MB)

Abstract

ABSTRACT (BAYU KURNIANDA/ 1800861201072 / 2022 / THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION ON PT. SUKA FAJAR JAMBI / SUPERVISOR I Hj. SUSILAWATI, SE, MSi./ SUPERVISOR II AKHMAD IRWANSYAH S, SE, MM.) Service quality plays a very important role in customer satisfaction. Therefore, the purpose of this research is to describe the Service quality and customer satisfaction in buying products, and to find out and analyze the effect of service quality on customer satisfaction in buying product in PT. Suka Fajar Jambi. Research methods in this study is descriptive and quantitative method. Data analyze use SPSS Ver 22 and using models simple linier regression with result of count Y = 0,676+0,567X+e. The test of determination with R of 39,1%. T test by comparison t count 4,936 > t table 1,66071 then Ho accepted Hi be. Rejected. To analyze the effect of consumer service quality on customer satisfaction on PT. Suka Fajar Jambi. The distribution of questionnaires with a population of 6998 people in 2021, then the formula used to find samples according to Sugiyono (2013:56) so that the sample in this study amounted to 99 people respondent. Service quality regression coefficient (X) is 0,567, meaning that service quality(X) has increased by 1%, so customer satisfaction(Y) PT. Suka Fajar Jambi. The coefficient of determination is known from the value of R =0,391 (39,1%) which means thatservice quality(X) is able to explain customer satisfaction (Y) at the PT. Suka Fajar Jambi that is equal to 39,1% and the remaining 60,9% is influenced by other variables. Not investigated in this study. Based on t-test, t-count value is 4,936 and the t-table is 1,66071. From the comparison results, it can be seen that the test by comparison t count 1,66071 then Ho accepted Hi be. Rejected. Meaning that consumer service quality affect customer satisfaction at PT. Suka Fajar Jambi. Keyword : Service Quality and Customer Satisfaction

Actions (login required)

View Item