Fikri Saputra Pratama, Fikri (2021) PENGARUH KUALITAS PELAYANAN DAN PERSEPSI KONSUMEN TERHADAP KEPUASAN KONSUMEN (Studi Kasus Steam Motor Salju Bangunan Barat, Jakarta Timur). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
Metode penelitian yang digunakan penelitian adalah kuantitatif dengan strategi penelitian yang digunakan peneliti adalah strategi asosiatif. Penelitian ini menggunakan data primer dengan penyebaran kuesioner sebanyak 100 konsumen steam salju bangunan barat. Teknik pengambilan sampel digunakan dengan non probability sampling. Metode pengolahan data dalam penelitian ini menggunakan uji validitas, uji reliabilitas, uji asumsi klasik , dan determinasi parsial dan berganda penelitian ini menguji hipotesis secara parsial dan simultan dengan mengunakan aplikasi SPSS Versi 26 Hasil penelitian ini menunjukan hasil pengolahan Determinasi Berganda mendapatkan hasil 50,3% Hal ini menunjukan bahwa pengaruh terhadap variabel lain. Hasil hipotesis Uji T kualitas pelayanan t tabel yaitu 8,089 > 1,985. Hal ini membuktikan bahwa secara parsial terdapat pengaruh yang signifikan kualitas pelayanan terhadap kepuasan konsumen. Hasil hipotesis Uji T persepsi konsumen mendapatkan hasil t hitung lebih besar dari t tabel yaitu 8,596 > 1,985. Hal ini membuktikan bahwa secara parsial terdapat pengaruh yang signifikan persepsi konsumen terhadap kepuasan konsumen. Hasil Uji F Simultan F hitung lebih besar dari F tabel yaitu 49,086 > 3,09. Hal ini membuktikan bahwa secara simultan terdapat pengaruh signifikan antara kualitas pelayanan dan persepsi konsumen terhadap kepuasan konsumen Kata Kunci : Kualitas Pelayanan, Persepsi Konsumen, Kepuasan Konsumen The research method used in this research is quantitative with the research strategy used by the researcher is associative strategy. This study uses primary data by distributing questionnaires to 100 consumers of western building snow steam. The sampling technique used was non-probability sampling. The data processing method in this study uses validity tests, reliability tests, classical assumption tests, and partial and multiple determinations. This study tests the hypothesis partially and simultaneously using the SPSS version 26 application. The results of this study show the results of processing Multiple Determination to get results of 50.3% This shows that the influence on other variables. The results of the hypothesis T test service quality t table is 8.089 > 1.985. This proves that partially there is a significant effect of service quality on customer satisfaction. The results of the hypothesis T test of consumer perceptions get the results of t count greater than t table that is 8,596 > 1,985. This proves that partially there is a significant influence on consumer perceptions of consumer satisfaction. Simultaneous F test results calculated F is greater than F table that is 49,086 > 3,09. This proves that simultaneously there is a significant influence between service quality and consumer perceptions of customer satisfaction Keywords : Service Quality, Cosumer Perception, Consumer Satisfaction
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Fikri Saputra Pratama | ||||||||
| Date Deposited: | 08 Sep 2021 15:52 | ||||||||
| Last Modified: | 08 Sep 2021 15:52 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/4765 |
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