Determinan Service Quality Terhadap Customer Satisfaction

Jurnal AKMAMI (Akuntansi Manajemen Ekonomi)

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Title Determinan Service Quality Terhadap Customer Satisfaction
Creator Harahap, Ramadhan
Service quality (reliability, responsivenes, assurance, empathy and tangibless) and Satisfaction

Description This study aims to analyze the determination of the influence of services from Reliability, Responsiveness, Assurance, Empathy and Tangibles simultaneously affect customer satisfaction PT SVMG - Medan. This type of research is descriptive quantitative research, namely research that aims to describe or describe the properties (characteristics) of a situation or object of research, which is carried out through the collection and analysis of quantitative data and statistical testing. The test equipment in this study uses multiple linear regression models using t test and F test. The results of the F test prove that the variables of reliability (X1), responsiveness (X2), assurance (X3), empathy (X4) and tangibless (X5) simultaneously have a significant effect on Y (Customer Satisfaction ). The results of the t test prove that only responsiveness (X2), empathy (X4) and tangibles (X5) variables have a significant effect on customer satisfaction.
Publisher CERED Indonesia Institute
Date 2021-05-01
Type info:eu-repo/semantics/article

Format application/pdf
Source Jurnal AKMAMI (Akuntansi Manajemen Ekonomi); Vol 2, No 2 (2021): April; 402-409
Language eng

Rights Copyright (c) 2021 Jurnal AKMAMI (Akuntansi Manajemen Ekonomi)

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