Skripsi

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT ASTRA DAIHATSU PLAJU DI KOTA PALEMBANG

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Penilaian

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This study aims to analyze the effect of service quality on customer satisfaction at PT Astra Daihatsu Plaju in Palembang City. This study uses a quantitative approach with data collection methods through questionnaires. The population in this study is the people of Palembang City who have purchased, visited or experienced the quality of service at PT Astra Daihatsu Palembang at least twice. The sampling method used purposive sampling with a sample size of 100 respondents. This study uses quantitative analysis techniques, hypothesis testing, coefficient of determination test, and multiple linear analysis. The results of this study indicate that the assurance variable (X2), responsiveness (X4), and empathy (X5) have a significant effect on the customer satisfaction variable (Y) with a t-count value greater than t-table, and a significant value less than 0.05. While the physical evidence (X1) and reliability (X3) variables have no significant effect on customer satisfaction (Y), with a t-count value smaller than t-table and a significant value greater than 0.05.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2207002633	T74753	T747532022	Central Library (Referens)	Available

Detail Information

Series Title

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Call Number

T747532022

Publisher

Indralaya : Prodi Manajemen, Fakultas Ekonomi Universitas Srwijaya., 2022

Collation

viii, 74 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

651.907

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Prodi Manajemen
Layanan Kantor untuk Perusahaan Tertentu

Specific Detail Info

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Statement of Responsibility

MURZ

Other version/related

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