PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN KARITA MOSLEM SQUARE DI PURWOKERTO

LARASATI, CHARISA (2015) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN KARITA MOSLEM SQUARE DI PURWOKERTO. Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

This research aimed at analyzing the effect of tangible, reliability, responsiviness, assurance, empathy towards the consumers’ satisfaction at Karita Moslem Square Purwokerto partially and simultaneously. The data of this research was primer data which taken directly through the object and questionnaire. The sampling technique was purposive sampling which was used if the researcher had specific considerations in taking the sample. The sample was 98 consumers of Karita Moslem Square which came more than once. The data analysis technique was doubled linier regression. The result of this research showed that the independent variables simultaneously (F test) affected the consumers’ satisfaction with the significance level 0,000. Meanwhile, partially (T test) showed that empathy variable dominantly affected 0,294; second, assurance was 0,286; third, reliability was 0,255; fourt, responsiviness was 0,239; and the smallest effect was tangible which was 0,147.

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