Pengaruh Service Quality (servqual) dan Website Quality (Webqual) terhadap Customer Satisfaction pada PT Capella Medan Cabang Gatot Subroto 2

Abstract

Penelitian ini bertujuan untuk menguji pengaruh service quality (servqual) dan website quality (webqual) terhadap customer satisfaction pada PT. Capella Medan cabang Gatot Subroto 2. Penelitian ini menggunakan jenis penelitian deskriptif dengan pendekatan kuantitatif, yang diukur menggunakan metode berbasis linier berganda dengan program SPSS 26. Data dikumpulkan melalui penyebaran kuesioner/angket. Populasi dari penelitian ini adalah konsumen PT. Capella Medan cabang Gatot Subroto 2 dari bulan Januari-September 2024 sebanyak 9. 765 orang dengan jumlah sampel 99 responden. Teknik pengambilan sampel menggunakan metode purposive sampling. Teknik analisis data yang dilakukan dengan menggunakan uji instrument, uji asumsi klasik, uji statistic dan uji hipotesis. Berdasarkan penelitian menunjukkan bahwa (1) Service Quality (Servqual) berpengaruh positif dan signifikan terhadap Customer Satisfaction PT. Capella Medan cabang Gatot Subroto 2. (2) Website Quality (Webqual) berpengaruh positif dan signifikan terhadap Customer Satisfaction PT. Capella Medan cabang Gatot Subroto 2, (3) Service Quality (Servqual) dan Website Quality (Webqual) secara simultan berpengaruh positif dan signifikan terhadap Customer Satisfaction PT. Capella Medan cabang Gatot Subroto 2. This study aims to examine the effect of service quality (servqual) and website quality (webqual) on customer satisfaction at PT Capella Medan, Gatot Subroto 2 branch. This research uses descriptive research with a quantitative approach, which is measured using multiple linear-based methods with the SPSS 26 program. Data was collected through distributing questionnaires / surveys. The population of this study were consumers of PT Capella Medan Gatot Subroto 2 branch from January-September 2024 totaling 9,765 people with a sample size of 99 respondents. The sampling technique used purposive sampling method. Data analysis techniques are carried out using instrument tests, classical assumption tests, statistical tests and hypothesis tests. Based on research shows that (1) Service Quality (Servqual) has a positive and significant effect on Customer Satisfaction of PT Capella Medan Cabang Gatot Subroto 2. (2) Website Quality (Webqual) has a positive and significant effect on Customer Satisfaction of PT Capella Medan Gatot Subroto 2 branch, (3) Service Quality (Servqual) and Website Quality (Webqual) simultaneously have a positive and significant effect on Customer Satisfaction of PT Capella Medan Gatot Subroto 2 branch.