Pengaruh Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Pelanggan Pt. Sucofindo Batam
Repository Politeknik Negeri Batam
Date
2017-08-16
Authors
Syahri Lubis, Alfi
Journal Title
Journal ISSN
Volume Title
Publisher
Politeknik Negeri Batam
Abstract
This study aims to determine and analyze the influence of service quality
consisting of variable reliability, responsiveness, assurance, empathy, and
tangible to customer satisfaction PT. Sucofindo Batam simultaneously or
partially. Population in this research is consumer of PT. Sucofindo Batam or
consumers who have ever used the services of PT. Sucofindo Batam. The number
of samples obtained using Slovin calculations A total of 80 respondents using Non
Probability Sampling method. The method of analysis used in this study is
descriptive analysis and multiple regression analysis using SPSS 20 program.
From the results of the study showed that the persial and simultaneous positive
and significant impact on customer satisfaction PT. Sucofindo Batam.
Description
Keywords
Manajemen Bisnis, Administrasi Bisnis, Engineering and Allied Operations (Teknik dan Ilmu yang Berkaitan), Management and Auxiliary Service (Manajemen dan Ilmu yang Berkaitan), Economics (Ilmu Ekonomi)