| dc.contributor.author | Andrian, Bobby | |
| dc.date.accessioned | 2025-04-16T03:26:38Z | |
| dc.date.available | 2025-04-16T03:26:38Z | |
| dc.date.issued | 2011 | |
| dc.identifier.uri | https://dspace.uc.ac.id/handle/123456789/8104 | |
| dc.description | The aim of the research was to find out the influence of variables contained i n the service quality, which were tangible, reliability, responsiveness, assurance, and empathy, towards the customer satisfaction of Tanjung Electronic’s store , both simultaneously and partially. This research was based on the pre - research and the observations, which is shown that service quality was the principal factor that role to the decreasing number of Tanjung Electronic’s customers. Therefore, it is neces sary to do the research for deeply understand about the influence of service quality for customer satisfaction of Tanjung Electronic’s store. The population in the research was all the customers of Tanjung Electronic’s store whose has already bought for th ree times minimum experiences. This was committed to make sure that the result of this research could be more objectives, because it’s come from the customers that already have few times experience for buying in Tanjung Electronic’s store. The research was conducted based on non - probability method that was purposive sampling conducted on 81 respondents. The research used mult iple linear regression analysis. T he results of the research committed that all five variables of service quality, which were tangible , reliability, responsiveness, assurance, and empathy, simultaneously had influence significantly towards customer satisfaction of Tanjung Electronic’s customers. However, only three variables of service quality that partially had influence significantly t owards customer satisfaction of Tanjung Electronic’s customers, and the rest of two, which were tangible and reliability, partially had influence insignificantly towards customer satisfaction of Tanjung Electronic’s customers. The research also revealed th at variable responsiveness was the most dominant variable that influence towards customer satisfaction of Tanjung Electronic’s customers. | en_US |
| dc.description.abstract | Tujuan dari penelitian ini adalah untuk mengetahui pengaruh dari variabel - variabel yang terdapat dalam kualitas layanan, yaitu variabel bukti fisik ( tangible ), keandala n ( reliability ), daya tanggap ( responsiveness ), jaminan ( assurance ) dan empati ( empathy ), terhadap kepuasan konsumen toko Tanjung Electronic’s , baik secara bersama - sama maupun secara parsial. Penelitian ini dilakukan berdasarkan penelitian awal dan pengama tan yang telah dilakukan oleh peneliti, yang menunjukkan bahwa faktor kualitas layanan merupakan faktor yang berperan dari adanya penurunan jumlah konsumen yang dirasakan oleh pengelola toko Tanjung Electronic’s . Oleh sebab itu, peneliti merasa perlu untuk melakukan penelitian yang lebih mendalam mengenai pengaruh kualitas layanan terhadap kepuasan konsumen toko Tanjung Electronic’s . Populasi yang digunakan dalam penelitian ini adalah konsumen toko Tanjung Electronic’s yang telah melakukan minimal tiga kali pembelian. Hal ini dimaksudkan agar hasil penelitian yang didapatkan dapat menjadi lebih objektif . Jumlah sampel yang digunakan dalam penelitian ini adalah sebanyak 81 responden, dengan menggunakan metode pengambilan sampel Non - Probabilitas, yaitu dengan purposive sampling . Penelitian ini menggunakan analisis regresi linier berganda, dengan menggunakan lima variabel kualitas layanan , yaitu variabel bukti fisik ( tangible ), keandalan ( reliability ), daya tanggap ( responsiveness ), jaminan ( assurance ) dan empat i ( empathy ). Hasil dari analisis tersebut adalah bahwa kelima variabel kualitas layanan secara bersama - sama mempunyai pengaruh yang signifikan terhadap kepuasan konsumen toko Tanjung Electronic’s . Namun demikian, diantara kelima variabel tersebut, hanya ad a tiga variabel, yaitu variabel daya tanggap ( responsiveness ), jaminan ( assurance ) dan empati ( empathy ), yang secara parsial memiliki pengaruh yang signifikan terhadap kepuasan konsumen, sedangkan dua sisanya, yaitu variabel bukti fisik ( tangible ) dan kean dalan ( reliability ), memiliki pengaruh yang tidak signifikan terhadap kepuasan konsumen toko Tanjung Electronic’s . Berdasarkan penelitian ini juga diketahui bahwa diantara kelima variabel kualitas layanan, variabel daya tanggap ( responsiveness ) merupakan v ariabel yang paling dominan dalam mempengaruhi kepuasan konsumen toko. | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra | en_US |
| dc.subject | Kualitas Layanan | en_US |
| dc.subject | Bukti Fisik | en_US |
| dc.subject | Keandalan | en_US |
| dc.subject | Daya Tanggap | en_US |
| dc.subject | Jaminan | en_US |
| dc.subject | Empati | en_US |
| dc.subject | Kepuasan Konsumen | en_US |
| dc.subject | Service Quality | en_US |
| dc.subject | Tangible | en_US |
| dc.subject | Reliability | en_US |
| dc.subject | Responsiveness | en_US |
| dc.subject | Assurance | en_US |
| dc.subject | Empathy | en_US |
| dc.subject | Costumer Satisfaction | en_US |
| dc.title | SKRIPSI PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN TOKO TANJUNG ELECTRONIC’S | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.kodeprodi | 61201 | |
| dc.identifier.nim | 10107152 | |
| dc.identifier.dosenpembimbing | Tina Melinda | |
