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Title: | Pengaruh Service Quality, Service Excellent, dan Service Recorvery Terhadap Customer Satisfication Studi Kasus Pada Ritel Modern: Metro Pasar Swalayan Jln. Dr. Mansyur, Kota Medan |
Other Titles: | Pengaruh Service Quality, Service Excellent, dan Service Recovery Terhadap Kepuasan Pelanggan Studi Kasus Pada Ritel Modern: Metro Pasar Swalayan Jln. Dr.Mansyur Kota Medan |
Authors: | Mega, Winda |
metadata.dc.contributor.advisor: | Sugito |
Keywords: | service quality;service excellent;service recorvery;customer satisfication;service quality;service excellent;service recorvery;customer satisfication |
Issue Date: | 5-Aug-2021 |
Publisher: | Universitas Medan Area |
Series/Report no.: | NPM;178320137 |
Abstract: | Tujuan penelitian ini adalah untuk mengetahui pengaruh service quality, service excellent, dan service recorvery secara parsial terhadap customer satisfaction. Untuk mengetahui pengaruh service quality, service excellent, dan service rec rvery secara simultan terhadap customer satisfication. Jenis penelitian ini adalah kuantitatif deskriptif. Populasi dalam penelitian ini adalah konsumen yang berbelanja di Metro Pasar Swalayan dengan menggunakan sampel sebanyak 100 orang. Untuk pengambilan sampel dilakukan dengan menggunakan teknik non-probability dengan metode accidentalsampling. Teknik pengumpulan data yang dingunakan dalam penelitian ini adalah teknik pengumpulan data primer dengan menggunakan instrumen ; observasi, wawancara, dan kuesioner.Dalam menganalisis data menggunakan regresi linier berganda, uji t, uji F, dan uji determinasi. Berdasarkan hasil uji parsial (t) dapat disimpulkan bahwa service quality mempunyai pengaruh positif dan signifikan terhadap customer satisfication. Service excellent tidak berpengaruh terhadap customer satisfication. Service recorvery mempunyai pengaruh positif dan signifikan terhadap customer satisfication. Berdasarkan hasil uji F dapat disimpulkan bahwa variabel service quality, service excellent, dan service recorvery secara bersama-sama berpengaruh secara positif dan signifikan terhadap customer satisfication. The purpose of this study is to determine the effect of service quality, service excellent, dan service recorvery partial on customer satisfication. To determine the effect of service quality, service excellent, dan service recorvery simltan on customer satisfication. This type of research is descriptive quantitative. The population in this study are consumers who shop at the supermarket Metro Pasar Swalayan using a sample of 100 people. For sampling is done using a non-probability technique with the accidental sampling method. Data collection techniques used in this study are primsry data collection techniques using instruments ; observations, intervies and questionnaires. In analyzing the data using multiple linear regression, t tes, F test, and determination test. Based on the results of partial test, it can be concluded that service quality has a positive and significant effect on customer satisfication. Service excellent has no effect on customer satisfication. Service recorvery has a positive and significant impact on customer satisfication. Based onthe results of the F test, it can be concluded that service quality, service excellent, and service recorvery variables together have a positive and significant effect on customer satisfication. |
Description: | 94 Halaman |
URI: | http://repository.uma.ac.id/handle/123456789/16280 |
Appears in Collections: | SP - Management |
Files in This Item:
File | Description | Size | Format | |
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178320137 - Winda Mega - Fulltext.pdf | Chapter IV | 2.01 MB | Adobe PDF | View/Open |
178320137 - Winda Mega - Chapter IV.pdf | Cover, Abstract, Chapter I,II,III,Bibliography | 634.77 kB | Adobe PDF | View/Open |
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