Hubungan antara Kualitas Pelayanan dengan Kepuasan Konsumen di Dapoer Joeragan

Abstract

Penelitian ini bertujuan untuk mengetahui Hubungan Antara Kualitas Pelayanan dengan Kepuasan Konsumen di Dapoer Joeragan. Jenis penelitian yang digunakan dalam penelitian ini adalah pendekatan kuantitatif. Sampel yang diambil untuk penelitian ini adalah keseluruhan dari populasi yang berjumlah 40 orang. Skala kualitas pelayanan disusun berdasarkan aspek-aspek kualitas pelayanan Menurut Kotler dan Keller (2016) Reliabilitas (Reliability) Daya Tangkap (Responsiveness), Jaminan (assurance), Empati (emphaty), Bukti fisik (tangibles). Skala kepuasan konsumen Menurut Supranto (2018) terdapat 5 aspek kepuasan konsumen Ketanggapan Pelayanan (Responsiveness of Service), Kecepatan Transaksi (Speed of Transaction), Keberadaan Layanan (Availability of Service), Profesionalisme Kepuasan Menyeluruh dengan Jasa atau Pelayanan (Overall Satisfaction with Service). Berdasarkan hasil perhitungan analisis korelasi product moment, dapat diketahui bahwa terdapat hubungan positif antara Kualitas Pelayanan dengan kepuasan konsumen. Hasil ini dibuktikan dengan koefisien korelasi rxy = 0,745, dengan Signifikan p<0.010. Koefisien determinan (r2) = 0,555. Ini menunjukkan bahwa Kualitas Pelayan berdistribusi sebesar 55,5% terhadap Kepuasan konsumen. Kepuasan konsumen tergolong tinggi dengan nilai mean hipotetik sebesar 105 dan mean empiriknya sebesar 130,58. Selanjutnya Kualitas pelayanan dapat disimpulkan memperoleh hasil tinggi dengan nilai hipotetik sebesar 102 dan nilai empiriknya sebesar 128,53 This study aims to determine the Correlation Between Service Quality and Consumer Satisfaction in Dapoer Joeragan. The type of research used in this study is a quantitative approach. The sample taken for this study was the entire population of 40 people. The scale of service quality is arranged based on aspects of service quality According to Kotler and Keller (2016) Reliability (Reliability) Responsiveness, Assurance, Empathy, Physical evidence (tangibles). Customer satisfaction scale According to Supranto (2018) there are 5 aspects of customer satisfaction Responsiveness of Service, Speed of Transaction, Availability of Service, Professionalism Overall Satisfaction with Service. Based on the results of the product moment correlation analysis calculation, it can be seen that there is a positive correlation between Service Quality and customer satisfaction. This result is evidenced by the correlation coefficient rxy = 0.745, with a significant p <0.010. Determinant coefficient (r2) = 0.555. This shows that Service Quality is distributed by 55.5% to Customer Satisfaction. Customer satisfaction is classified as high with a hypothetical mean value of 105 and an empirical mean of 130.58. Furthermore, service quality can be concluded to obtain high results with a hypothetical value of 102 and an empirical value of 128.53.