ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN YANG DIMEDIASI OLEH KEJELASAN ANGGARAN PADA PT. FEDERAL INTERNATIONAL FINANCE CABANG MEDAN

Silalahi, Ria Melisa (2014) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN YANG DIMEDIASI OLEH KEJELASAN ANGGARAN PADA PT. FEDERAL INTERNATIONAL FINANCE CABANG MEDAN. Undergraduate thesis, UNIMED.

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Abstract

Permasalahan yang dibahas dalam penelitian ini yaituapakah terdapat pengaruh antara kualitas pelayanan yang ditinjau dari dimensi bukti fisik, keandalan, daya tanggap, jaminan dan empati terhadap kejelasan anggaran dan apakah terdapat pengaruh antara kualitas pelayanan yang ditinjau dari dimensi bukti fisik, keandalan, daya tanggap, jaminan dan empati terhadap kepuasan pelanggan dengan mediasi kejelasan anggaran. Tujuan penelitian ini adalah untuk menganalisis pengaruh antara kualitas pelayanan yang ditinjau dari dimensi bukti fisik, keandalan, daya tanggap, jaminan dan empati terhadap kejelasan anggaran juga untuk menganalisis pengaruh antara kualitas pelayanan yang ditinjau dari dimensi bukti fisik, keandalan, daya tanggap, jaminan dan empati terhadap kepuasan pelanggan dengan mediasi kejelasan anggaran. Populasi dalam penelitian ini adalah seluruh pelanggan dan karyawan yang ada pada saat pengumpulan data di kantor PT. Federal International Finance Medan. Data yang digunakan dalam penelitian ini adalah jenis data primer, data yang diperoleh peneliti secara langsung yang diperoleh dari responden sumber data atas hasil kuesioner, berisi daftar pertanyaan tertulis yang disebarkan hanya saat peneliti mendatangi kantor PT. Federal International Finance. Hasil pengujian menunjukkan bahwa variabel kualitas pelayanan yang ditinjau dari dimensibukti fisik, keandalan, daya tanggap, jaminan dan empatiterhadap kejelasan anggaran tidak berpengaruh signifikan secara simultan. Namun, variabel kualitas pelayanan yang ditinjaudari dimensibukti fisik, keandalan, daya tanggap, jaminan dan empatiterhadap kepuasan pelanggan dengan mediasi kejelasan anggaranberpengaruh positif secarasimultan. Kesimpulan dalam penelitian ini adalahsecara bersama-sama variabel bukti fisik, daya tanggap, keandalan, jaminan dan empati tidak berpengaruh signifikan terhadap kejelasan anggaran. Namun, variabel kualitas pelayanan yakni bukti fisik, daya tanggap, keandalan, jaminan, empati dan kejelasan anggaran berpengaruh positif signifikan secara simultan terhadap kepuasan pelanggan.

Item Type: Thesis (Undergraduate)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorIshak, Muhammad196707062000121001
Call Number: 658.154 Sil a
Keywords: Kepuasan Pelanggan; Metode Pengukuran; Kualitas Pelayanan; Dimensi; Strategi; Model Servqual; Anggaran
Subjects: H Social Sciences > HB Economic Theory. Demography
H Social Sciences > HJ Public Finance > HJ2005 Income and expenditure. Budget
Divisions: Fakultas Ekonomi > Akuntansi
Depositing User: Mrs Farida Hanum
Date Deposited: 21 Aug 2016 08:21
URI: http://digilib.unimed.ac.id/id/eprint/14196

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