PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN NINJA EKSPRESS CABANG KUDUS

ARIF, LUDFIYANDI (2024) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN NINJA EKSPRESS CABANG KUDUS. SKRIPSI.

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Abstract

Companies engaged in the Indonesian logistics sector are emerging and developing. This study aims to determine the effect of service quality dimensions partially consisting of variables Tangible (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (assurance), and Empathy (empathy) on Customer Satisfaction. The type of research used in this research is quantitative research. The sample in this study amounted to 93 respondents. The sampling technique used is Non Probability Sampling with the type of sampling using Accidental sampling. The method of analysis used in this research is quantitative analysis, then the data is analysed using multiple linear regression with the help (software) Statistic Package For Social Science (SPSS). The result of this study is that there is a partial (individual) influence on all service quality dimension variables on customer satisfaction, namely by comparing the value of t count> t table. the results of the calculation of the Tangible Variable (X1) show that h count = 2.283> t table = 1.9872, the results of the calculation of the Reliability Variable (X2) show that t count = 2.569> t table = 1.9872. The results of the calculation of the Responsivenes Variable (X3) show that t count = 5.125> t table = 1.9872, the results of the calculation of the Assurance Variable (X4) show that t count = 2.421> t table = 1.9872, the results of the calculation of the Emphty Variable (X5) show that t count = 2.004> t table = 1.9872. The f test found the significance value of F is 0.01 <0.05, so it can be said to be significant and the value of F count = 19.959> from the F table, where the F table is 2.48. This shows that it can be concluded that the dependent variable (Customer Satisfaction) can be influenced simultaneously or jointly by the independent variables. The R2 (R square) test found a value of 0.501 or 50.1% This means that the independent variables, namely the tangible variable (X1), reliability (X2), responsiveness (X3), assurance (X4), empathy (X5). has a contribution of 50.1% in influencing customer satisfaction. Meanwhile, other factors that affect Customer Satisfaction (100% - 50.1%) = 49.9% are explained by other causes outside the model. Keywords : Assurance, Empathy, Customer Satisfaction, Reliability, Responsiveness, Tangible

Item Type: Article
Additional Information: 161704023
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 16 Oct 2024 03:24
Last Modified: 16 Oct 2024 03:24
URI: http://repository.unimar-amni.ac.id/id/eprint/6317

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