ANALISIS PENGARUH KUALITAS PELAYANAN (SERVICE QUALITY / SERVEQUAL) TERHADAP KEPUASAN PELANGGAN (STUDI KASUS RUMAH MAKAN MAS GENDUT DESA PAYUNG)

Penulis

  • Karistiwan Saputra Mahasiswa Program Studi Manajemen
  • Mimpin Sitepu Dosen Prodi Manajemen STIE-IBEK Pangkalpinang
  • Arka’a Ahmad Agin Dosen Prodi Manajemen STIE-IBEK Pangkalpinang

Kata Kunci:

Bukti Fisik, Keandalan, Daya Tanggap, Jaminan, Empati, Kepuasan Pelanggan

Abstrak

From the research results obtained tcount (2.274)>ttable (1.662) means that H0 is rejected H1 is accepted, it can be concluded that the physical evidence variable (X1) has a partial effect on customer satisfaction. Second, from the research results obtained tcount (2.731)>ttable (1.662) means that H0 is rejected H2 is accepted, it can be concluded that the reliability variable (X2) has a partial effect on customer satisfaction. Third, from the research results obtained tcount (1.176) <ttable (1.662) means that H3 is rejected H0 is accepted, it can be concluded that the responsiveness variable (X3) has no partial effect on customer satisfaction. Fourth, from the research results obtained tcount (1.996)>ttable (1.662) means that H0 is rejected H4 is accepted, it can be concluded that the guarantee variable (X4) has a partial effect on customer satisfaction. Fifth, from the research results obtained tcount (4.159)>ttable (1.662) means that H0 is rejected H5 is accepted, it can be concluded that the empathy variable (X) partially influences customer satisfaction.  Based on the results of research conducted by researchers on physical evidence, reliability, responsiveness, assurance and empathy variables simultaneously (simultaneously) to customer satisfaction obtained Fcount of 36.850 greater than Ftable 2, 47 with a significance value of 0.001 <0.05 so that the variables of physical evidence, reliability, responsiveness, assurance and empathy together (simultaneously) have a positive and significant effect on customer satisfaction.

Biografi Penulis

Mimpin Sitepu, Dosen Prodi Manajemen STIE-IBEK Pangkalpinang

Dosen Pembimbing I

Arka’a Ahmad Agin, Dosen Prodi Manajemen STIE-IBEK Pangkalpinang

Dosen Pembimbing II

Referensi

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Kotler dan Keller. 2009. Manajemen Pemasaran. Jilid satu. Edisi Tiga Belas, Jakarta Elangga.

Kotler dan Keller. 2012. Manajemen Pemasaran. Edisi Dua Belas, Jakarta Elangga.

Kotler dan Armstrong. 2016. Prinsip-Prinsip Pemasaran Edisi Tiga Belas. Jilid Satu. Jakarta Elangga.

Lupiyoadi, rambat. 2013. Manajemen Pemasaran Jasa Berbasis Kompetensi. Edisi Tiga, Jakarta: Salema Empat.

Suliyanto. 2006. Metode Riset Bisnis, Yogyakarta: Cv. Andi Offset.

Sugiyono. (2015). Metode Penelitian Kombinasi (Mix Methods). Bandung: Alfabeta.

Sugiyono. 2017. Metode Penelitian Pendekatan Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Tjiptono, Fandy. 2004. Manajemen Jasa, Edisi Pertama, Yogyakarta. Andi Offset.

Tjiptono, Fandy. 2005. Strategi Pemasaran. Edisi Kedua. Yogyakarta.

Unduhan

Diterbitkan

01.11.2020

Cara Mengutip

Saputra, K. ., Sitepu, M. ., & Agin, A. A. . (2020). ANALISIS PENGARUH KUALITAS PELAYANAN (SERVICE QUALITY / SERVEQUAL) TERHADAP KEPUASAN PELANGGAN (STUDI KASUS RUMAH MAKAN MAS GENDUT DESA PAYUNG). JURNAL PROGRESIF MANAJEMEN BISNIS, 7(2), 144–152. Diambil dari https://e-jurnal.stie-ibek.ac.id/index.php/JIPMB/article/view/341