服务质量对杜威家庭满意度的影响

Ulfi Rahmawati
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引用次数: 0

摘要

本研究的目的是了解质量服务的影响,包括有形的,可靠性,响应性,保证和共情部分收集消费者满意度的影响在家庭库克迪维克钟邦店。本研究为定量研究,采用有目的抽样法抽样,样本总数约为133名在家庭库克迪维克钟邦店消费的消费者。数据收集技术使用访谈观察,访谈和问卷调查。使用线性回归的数据分析技术。研究表明,基于对确定性-有效性分析系数的分析,从R平方(系数确定)中得出的决定系数为0.740,意味着70,4%的客户满意度受到质量服务变量的影响,该变量由有形,可靠性,响应性,保证和移情组成,而受到本研究未讨论的其他变量的影响。变量信度、反应性、保证性和共情性对消费者满意度有部分显著影响,显著结果t (000) < α 0.005。
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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen di Toko Family Cukir Diwek Jombang
The purpose of this research to know the effect of quality’s service that consist tangible, reliability, responsiveness, assurance and empathy in partial to gather the effect of consumer satisfaction in the Family Cukir Diwek Jombang Shop. This research is quantitative research that used sample in purposive sampling technique with the total of sample around 133 consument in the Family Cukir Diwek Jombang Shop. Data collection techniques using interview observation, interview and questionnaires. Data analysis techniques using linier regression. Research shows, based on analysis of the determin-effecient analysis coefficient Determination drawn from the R square (coefficient determination) a total 0.740 means that 70,4% of customer satisfaction is affected by a quality service variable made up of tangible, reliability, responsiveness, assurance and empathy whereas are effected by other variable not discussed in this study. There is a partial significant effect on variablereliability, responsiveness, assurance, and empathy to consumers’ satisfaction with significant result t (0,000) < α 0,005.
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