Pengaruh Reliability, Responsiveness, Assurance, Dan Empathy Terhadap Kepuasan Konsumen Flosland

Abstract

The purpose of this research is to know the influence of reliability, responsiveness, assurance, and empathy toward customer satisfaction on Flosland. Samples used are 93 respondents, who were Flosland’s customers. This research is quantitative research with random sampling method and data are collected by questionnaires. The analysis technique used Pearson’s Correlation, Cronbach’s Alpha, multiple linear regression, T test, F test, and classical assumptions test. The result of multiple linear regression analysisis Y = 0,773 + 0,107 X1 + 0,122 X2+ 0,334 X3 + 0,228 X4, that means customer satisfaction is influenced by reliability, responsiveness, assurance, and empathy. Based on results of study: 1) reliability has significant impact on customer satisfaction; based on multiple linear regression analysis (t test), the significance value < 0,05 (0,023). 2) responsiveness has significant impact on customer satisfaction; the significance value < 0,05 (0,013). 3) assurance has significant impact on customer satisfaction; significance value < 0,05 (0,000). 4) empathy has significant impact on customer satisfaction; the significance value < 0,05 (0,001). Reliability, responsiveness, assurance, and empathy together have direction of customer satisfaction (67,1%) while 32,9% are influenced by other variables which are not examined by researcher.