PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN SCISSORS BARBERSHOP PALEMBANG

NUGRAHA, MUHAMMAD FERALDI and Nazaruddin, Akhmad and Nailis, Welly (2021) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN SCISSORS BARBERSHOP PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to determine how the influence of service quality variables with the dimensions of tangibles, responsiveness, assurance, reliability, and empathy on customer satisfaction at the Scissors Barbershop in the city of Palembang. The sampling method used in this study is a non-probability method with a sample of 100 respondents from the people of Palembang city This research data collection technique using a research instrument in the form of a questionnaire. Primary data of this study were processed with SPSS version 16. The results obtained in this study indicate that the dimensions of physical evidence, responsiveness, assurance, reliability, empathy simultaneously have a significant effect on customer satisfaction at the Scissors Barbershop in the city of Palembang. The dimensions of physical evidence, assurance, and empathy partially do not have a significant effect on customer satisfaction at the Scissors Barbershop in the city of Palembang. While the dimensions of responsiveness and reliability partially have a significant effect on customer satisfaction at the Scissors Barbershop in the city of Palembang.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Kepuasan Pelanggan
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Muhammad Feraldi Nugraha
Date Deposited:	05 Aug 2021 07:23
Last Modified:	05 Aug 2021 07:31
URI:	http://repository.unsri.ac.id/id/eprint/51711

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