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引用次数: 0
摘要
本研究旨在分析在Ahmad Yani - Bekasi的Informa商店，由可靠性、保证、有形、移情和响应性组成的服务质量对顾客满意度的影响。本研究采用描述性定量研究方法。作者以问卷的形式收集数据，共有110名受访者使用Slovin来确定样本量。使用的分析方法是描述性统计检验、有效性检验、数据可靠性检验、正态性检验、异方差检验、相关系数、决定系数、简单线性回归检验和假设检验，这些检验使用社会科学统计软件包(SPSS)第25版程序进行处理。同时测试结果表明，由可靠性、保证性、物证(有形)、移情(共情)和响应性(响应性)组成的服务质量(X)同时(共同)具有显著的影响。对顾客满意变量的显著性值(P值)为0.003
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI TOKO INFORMA AHMAD YANI BEKASI
This study aims to analyze the effect of service quality which consists of reliability, assurance, tangibles, empathy, and responsiveness to customer satisfaction at Informa Store, at Ahmad Yani - Bekasi. The research method used is descriptive quantitative. The author collected data in the form of a questionnaire, with a total of 110 respondents using Slovin to determine the sample size. The analytical methods used are descriptive statistical tests, validity tests, data reliability tests, normality tests, heteroscedasticity tests, correlation coefficients, coefficients of determination, simple linear regression tests, and hypothesis tests which are processed using the Statistical Package for Social Sciences (SPSS) version 25 program. Simultaneous test results show that the quality of service (X) which consists of reliability, assurance, physical evidence (tangibles), empathy (empathy), and responsiveness (responsiveness) have a significant effect simultaneously (together). the same) on the customer satisfaction variable with a significance value (P value) of 0.003
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