Pengaruh Service Quality dan User Experience Terhadap Kepuasan Pelanggan (Studi Kasus Perumahan Givency One)

Abstract

Tujuan penelitian ini untuk mengetahui pengaruh Pengaruh Service Quality Dan User Experience Terhadap Kepuasan Pelanggan (Studi Kasus Perumahan Givency One) Baik itu secara langsung maupun tidak langsung. Pendekatan penelitian ini adalah asosiatif. Populasinya sebanyak 797 Pelanggan Perumahan Givency One dan sampelnya sebanyak 89 Pelanggan Perumahan Givency One. Teknik pengumpulan data dalam penelitian ini menggunakan teknik wawancara, studi dokumentasi, observasi, dan angket. Teknik analisis data dalam penelitian ini menggunakan Uji Analisis Regresi Liner Berganda, Uji Hipotesis (Uji t dan Uji F), dan Koefisien Determinasi. Pengolahan data dalam penelitian ini menggunakan program software SPSS (Statistic Package for the Social Sciens) versi 29.00. Berdasarkan hasil pengujian menunjukkan bahwa secara parsial ada pengaruh positif dan signifikan antara Service Quality terhadap Kepuasan Pelanggan. Berdasarkan hasil pengujian menunjukkan bahwa secara parsial ada pengaruh positif dan signifikan antara User Experience terhadap Kepuasan Pelanggan. Dari uji ANOVA menunjukan bahwa secara serempak yang menyatakan bahwa ada pengaruh signifikan Service Quality Dan User Experience secara bersama sama terhadap Kepuasan Pelanggan. The purpose of this study was to determine the effect of Service Quality and User Experience on Customer Satisfaction (Case Study of Givency One Housing), both directly and indirectly. This research approach is associative. The population was 797 Givency One Housing Customers and the sample was 89 Givency One Housing Customers. The data collection technique in this study used interview techniques, documentation studies, observation, and questionnaires. The data analysis technique in this study uses Multiple Liner Regression Analysis Tests, Hypothesis Tests (t Test and F Test), and the Coefficient of Determination. Data processing in this study used the SPSS (Statistical Package for the Social Sciens) software program version 29.00. Based on the test results, it shows that partially there is a positive and significant influence between Service Quality on Customer Satisfaction. Based on the test results, it shows that partially there is a positive and significant influence between User Experience on Customer Satisfaction. The ANOVA test shows that simultaneously which states that there is a significant effect of Service Quality and User Experience together on Customer Satisfaction. Experience on Customer Satisfaction (Case Study of Givency One Housing), both directly and indirectly. This research approach is associative. The population was 797 Givency One Housing Customers and the sample was 89 Givency One Housing Customers. The data collection technique in this study used interview techniques, documentation studies, observation, and questionnaires. The data analysis technique in this study uses Multiple Liner Regression Analysis Tests, Hypothesis Tests (t Test and F Test), and the Coefficient of Determination. Data processing in this study used the SPSS (Statistical Package for the Social Sciens) software program version 29.00. Based on the test results, it shows that partially there is a positive and significant influence between Service Quality on Customer Satisfaction. Based on the test results, it shows that partially there is a positive and significant influence between User Experience on Customer Satisfaction. The ANOVA test shows that simultaneously which states that there is a significant effect of Service Quality and User Experience together on Customer Satisfaction.