ANALISIS PENGARUH LIMA DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA USAHA PEMOTONGAN AYAM SAUDARA USMAN DI PANGKAL PINANG

Authors

  • M. Ropik Mahasiswa Prodi Manajemen STIE-IBEK Pangkalpinang
  • Mimpin Sitepu Dosen Prodi Manajemen STIE-IBEK Pangkalpinang
  • Gayatria Oktalina Dosen Prodi Akuntansi STIE-IBEK Pangkalpinang

Keywords:

Service Quality, Customer Satisfaction, Business Chicken Slaughtering, Five Dimensions

Abstract

       This study aims to determine the effect of five dimensions of service quality on customer satisfaction in the business of slaughtering Brother Usman's chicken in Pangkalpinang. This research was conducted on the business customers of Brother Usman. This research is a quantitative descriptive study with a survey method with a questionnaire instrument. The number of samples in this study were 99 respondents. The results showed that the five dimensions of service quality had a significant effect on customer satisfaction, where the Reliability variable (X2) had a very large influence namely 5.265 and the Responsiveness variable (X4) had a significant negative effect.

Author Biographies

Mimpin Sitepu, Dosen Prodi Manajemen STIE-IBEK Pangkalpinang

Dosen Pembimbing I

Gayatria Oktalina, Dosen Prodi Akuntansi STIE-IBEK Pangkalpinang

Dosen Pembimbing II

Published

2019-11-01

How to Cite

Ropik, M., Sitepu, M. ., & Oktalina, G. (2019). ANALISIS PENGARUH LIMA DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA USAHA PEMOTONGAN AYAM SAUDARA USMAN DI PANGKAL PINANG. Journal of Progressive Management Business, 6(2), 187–195. Retrieved from https://e-jurnal.stie-ibek.ac.id/index.php/JIPMB/article/view/132

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