ANIK, ANIK (2023) Analisis Faktor Kualitas Pelayanan Terhadap Kepuasan Konsumen pada Pengguna Parkir di The Park Solo Mall. SKRIPSI.
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Abstract
To improve the quality of a service, it should be done continuously and continuous and systematic improvement. Measuring a service quality in relation to good service in general can be seen in five dimensions, namely: tangible, reliability, responsiveness, assurance and empathy. Service problems cannot be separated from three elements, customers, customers service, and organizational company management which will then lead to the output of a service delivery process in the form of services that will be reassessed by customers. As a quality service, desires, needs or service choices are always changing and demand higher satisfaction, therefore the company needs to anticipate. Parking services at The Park Solo Mall are still considered to have several shortcomings including the absence of helmet storage for motorcycle riders, parking for cars only has 1 floor so that several other cars have to park outside the building area so that they will be exposed to heat or rain according to the weather at that time. and there is illegal parking outside the mall area. Based on multiple linear regression analysis, the results obtained are Y = 3.137 + 0.180 X1, + 0.175 X2 + 0.161 X3+ 0.536 X4 + 0.366 X5+ . The results of the partial test of tangible, reliability, responsiveness, assurance and empathy have a positive and significant effect on customer satisfaction. It is proven by the results of the comparison of the value of t count with t table and with a significant level comparison of 5% (0.05) where the tangible variable t count (2.635) > t table (1.97993), reliability variable t count (2.469) > t table (1.97993), responsiveness variable t count (2555) > t table (1.97993), guarantee variable t count (2,497) > t table (1,97993), empathy variable t count (4,273) > t table (1.97993). R2 test, tangible, reliability, responsiveness, assurance and empathy have a contribution of 49.8% in influencing customer satisfaction. While other factors that affect customer satisfaction are 50.2%, of which 50.2% is another variable that is not proposed in this study. Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 192214007 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 11 Oct 2023 00:59 |
| Last Modified: | 11 Oct 2023 00:59 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5698 |
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