Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada Outlet Toby's Manukan Surabaya

Syahputra, Rizaldi Boma (2020) Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada Outlet Toby's Manukan Surabaya. Bachelor (S1) thesis, Wijaya Kusuma Surabaya University.

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Abstract

ABSTRACTION The purpose of this study was to examine the effect of reliability, responsiveness, assurance, empathy and physical evidence partially on customer satisfaction at Toby's Manukan Outlet Surabaya. The independent variables in this study are reliability, responsiveness, assurance, empathy and tangibles, while the dependent variable is customer satisfaction at Toby's Manukan Surabaya Outlet. In this study, the determination of the sample is done by the non probability sampling method with a purposive sampling procedure. The sample used was 94 respondents. Before testing the hypothesis the validity and reliability tests are carried out. The analysis technique uses multiple linear regression. The result is all valid and reliable variables. T test results indicate tcount> t table with a significance <0.05. Thus the first hypothesis stating "reliability has a significant effect on customer satisfaction at Toby's Manukan Surabaya Outlet" can be supported by its truth, the second hypothesis stating "responsiveness" has a significant effect on customer satisfaction at Toby's Manukan Surabaya Outlet "can be supported by its truth , the third hypothesis which states "assurance (assurance) has a significant effect on customer satisfaction at Toby's Manukan Surabaya Outlet" can be supported by its truth, the fourth hypothesis stating "empathy (emphaty) has a significant effect on customer satisfaction at Toby's Manukan Surabaya Outlet" can be supported by its truth, the hypothesis the fifth stating "physical evidence (tangibles) has a significant effect on customer satisfaction at Toby's Manukan Surabaya Outlet" can be supported by its truth Keywords: Reliability, Responsiveness, Assurance, Empathy, Tangibles and Customer Satisfaction

Item Type:	Thesis (Bachelor (S1))
Uncontrolled Keywords:	Keywords: Reliability, Responsiveness, Assurance, Empathy, Tangibles and Customer Satisfaction
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	Boma Rizaldi Syahputra
Date Deposited:	11 Mar 2020 05:41
Last Modified:	11 Mar 2020 05:41
URI:	http://erepository.uwks.ac.id/id/eprint/6112

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