Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Kursus Mengemudi Astri Bina Mitra Kota Singkawang

  • Merry Rosida STIE Mulia Singkawang
Keywords: Service Quality, Customer Satisfaction

Abstract

The research have purpose is to find the effect of service quality including reliability (X1) responsiveness (X2) assurance (X3), empathy (X4), and tangibles (X5), both simultaneously and partially on customer satisfaction (Y) on the driving course at Astri Bina Mitra in Singkawang City. This research method uses a quantitative method. Data obtained through observations and questionnaires. the sampling method using Nonprobability Sampling and then determined 100 respondents, and data analysis tools in this research are using Analysis SPSS version 22.0. Based on tests carried out simultaneously the results of this studies indicate that all independent variables are reliability, responsiveness, assurance, empathy, and tangibles with together (simultaneously) have positive and significant effect on the dependent variable is customer satisfaction. Based on testing done partially the results of the study indicate that the assurance, empathy and tangibles variables have a positive and significant effect to customer satisfaction. While the reliability and responsiveness variables does not have a significant effect to customer satisfaction.

Published
2021-08-25
How to Cite
Rosida, M. (2021). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Kursus Mengemudi Astri Bina Mitra Kota Singkawang. Hectocorn, 2(2), 141-152. Retrieved from http://jurnal.stiemulia-singkawang.ac.id/index.php/hectocorn/article/view/35
Section
Articles