PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA MILO FAMILY KARAOKE JALAN GURU PATIMPUS MEDAN

Syahfitri, Lena (2015) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA MILO FAMILY KARAOKE JALAN GURU PATIMPUS MEDAN. Undergraduate thesis, UNIMED.

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Abstract

Penelitian ini bertujuan untuk mengetahui Pengaruh Dimensi Kualitas Pelayanan yang terdiri dari bukti langsung, keandalan, daya tanggap, jaminan dan empati Terhadap Kepuasan Konsumen Pada Milo Family Karaoke Jalan Guru Patimpus Medan. Penelitian ini dilakukan pada Milo Family Karaoke Jalan Guru Patimpus Medan dengan jumlah populasi 3.123 orang. Pengambilan sampel berdasarkan rumus Slovin dan Statifikasi Sampel, sehingga sampel yang didapat dan digunakan dalam penelitian ini 355 orang.Teknik pengumpulan data yang digunakan adalah melalui kuesioner (angket) yaitu dengan cara menyebarkan kuesioner kapada sampel (responden) dan mengumpulkannya kembali. Teknik analisis data yang digunakan adalah Regresi Linear Berganda dengan menggunakan rumus Y = a + b1X1 + b2X2 + b3X3 + b4X4 + b5X5. Sebelum data diregresikan maka terlebih dahulu di uji keterkaitannya antara variabel, datanya diuji menggunakan uji normalitas data, multikolinearitas, dan heteroskedastisitas. Serta untuk mengetahui kontribusi dimensi kualitas pelayanan yang terdiri dari bukti langsung, keandalan, daya tanggap, jaminan dan empati terhadap kepuasan konsumen digunakan rumus Koefisien Determinasi (R2).Setelah kuesioner dianalisis maka diperoleh persamaan regresi Y = -0,142 + 0,115 X1 + 0,583 X2 + 0,323 X3 + 0,320 X4 + (-334) X5 yang artinya jika bukti langsung, keandalan, daya tanggap, jaminan dan empati dalam keadaan konstan maka kepuasan konsumen adalah sebesar -0,142. Selanjutnya diperoleh nilai koefisien determinasi (R2) sebesar 0,418 (41,8%) yang berarti bahwa variabel bukti langsung, keandalan, daya tanggap, jaminan dan empati memberikan kontribusi sebesar 41,8% dalam menjelaskan variabel terikat yaitu kepuasan konsumen dan selebihnya 58,2% dipengaruhi oleh faktor lain diluar variabel dalam penelitian ini. Untuk menguji hipotesis dalam penelitian ini digunakan uji F dimana keputusan Fhitung > Ftabel. Ftabel diperoleh dengan df 2 (N – k-1), diperoleh 355-6-1 = 348 dan di dapat nilai sebesar 2,124. Dan hasil akhir diperoleh nilai Fhitung sebesar 50,108 lebih besar dari pada Ftabel sebesar 2,124 (Fhitung 50,108 > Ftabel 2,124) dengan tingkat signifikan 0,000 > 0,05. Dengan demikian berarti hipotesis dalam penelitian ini diterima. Dapat disimpulkan bahwa ada pengaruh posoitif dan signifikan antara bukti langsung, keandalan, daya tanggap, jaminan dan empati terhadap kepuasan konsumen pada Milo Family Karaoke Jalan Guru Patimpus Medan.

Item Type: Thesis (Undergraduate)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorTeviana, 196504302003122001
Call Number: 658.5
Keywords: Bukti Langsung, Keandalan, Daya Tanggap, Jaminan, Empati, Kepuasan Konsumen.
Subjects: H Social Sciences > HB Economic Theory. Demography
H Social Sciences > HG Finance > HG4001 Finance management. Business finance. Corporation finance
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Mrs Intan Nurhidayati
Date Deposited: 21 Aug 2016 08:21
URI: http://digilib.unimed.ac.id/id/eprint/14407

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