PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT ASTRA DAIHATSU PLAJU DI KOTA PALEMBANG

ALFARIZZI, MUHAMMAD SUBHAN and Nofiawaty, Nofiawaty and Hamdaini Putri, Yulia (2022) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT ASTRA DAIHATSU PLAJU DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to analyze the effect of service quality on customer satisfaction at PT Astra Daihatsu Plaju in Palembang City. This study uses a quantitative approach with data collection methods through questionnaires. The population in this study is the people of Palembang City who have purchased, visited or experienced the quality of service at PT Astra Daihatsu Palembang at least twice. The sampling method used purposive sampling with a sample size of 100 respondents. This study uses quantitative analysis techniques, hypothesis testing, coefficient of determination test, and multiple linear analysis. The results of this study indicate that the assurance variable (X2), responsiveness (X4), and empathy (X5) have a significant effect on the customer satisfaction variable (Y) with a t-count value greater than t-table, and a significant value less than 0.05. While the physical evidence (X1) and reliability (X3) variables have no significant effect on customer satisfaction (Y), with a t-count value smaller than t-table and a significant value greater than 0.05.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Bukti Fisik, Jaminan, Kehandalan, Daya Tanggap, Empati
Subjects:	H Social Sciences > HB Economic Theory > HB3711-3840 Business cycles. Economic fluctuations
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Subhan Alfarizzi
Date Deposited:	27 Jul 2022 02:34
Last Modified:	27 Jul 2022 02:34
URI:	http://repository.unsri.ac.id/id/eprint/74753

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