PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUTUSAN PEMAKAIAN JASA PADA CV. TAXI KITA BERSAMA

Simatupang, Zulpan Saputra (2015) PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUTUSAN PEMAKAIAN JASA PADA CV. TAXI KITA BERSAMA. Undergraduate thesis, UNIMED.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh variabel dimensi kualitas pelayanan jasa yang terdiri dari Kehandalan (Reliability), Bukti langsung (Tangibles), dan daya tanggap (Responsivenes) Terhadap keputusan pemakaian jasa pada CV.TAXI KITA BERSAMA. Populasi dalam penelitian ini adalah para pelanggan CV. TAXI KITA BERSAMA. Sampel diambil sebanyak 96 responden dengan menggunakan teknik Non-Probability Sampling dengan pendekatan Purposive sampling yaitu pengambilan sampel dilakukan dengan pertimbangan – pertimbangan tertentu. Hasil penelitian menunjukkan bahwa kualitas pelayanan jasa yang terdiri dari dimensi kehandalan (reliability), bukti langsung (tangibles), dan daya tanggap (responsiveness) memiliki pengaruh yang positif dan signifikan terhadap keputusan pemakaian jasa. Berdasarkan analisis data statistik, indikator-indikator pada penelitian ini bersifat valid dan variabelnya bersifat reliabel. Pada pengujian asumsi klasik, model regresi bebas multikolonieritas, tidak terjadi heteroskedastisitas, dan berdistribusi normal. Adapun persamaan regresi yang terbentu adalah sebagai berikut Y = 4,610 + 0,153 X1 – 0,125 X2 + 0,805 X3 + 1.568Persamaan regresi tersebut menunjukkan bahwa variabel kehandalan (X1) mempengaruhi keputusan pemakain jasa sebesar 0,153 atau 15,3%, diikuti variabel bukti langsung (X2) yang bertanda negatif mempengaruhi keputusan pemakaian jasa sebesar 0,125 atau 12,5% , dan variabel daya tanggap mempengaruhi keputusan pemakaian jasa sebesar 0,805 atau 80,5%

Item Type: Thesis (Undergraduate)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorLubis, Nurul Wardani19820914 200501 2 003
Call Number: 658.834 3 Sim p
Keywords: Kualitas jasa; Kualitas pelayanan; Perilaku konsumen; Keputusan
Subjects: H Social Sciences > HB Economic Theory. Demography
H Social Sciences > HB Economic Theory. Demography > HB801 Consumption. Demand
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Mrs Farida Hanum
Date Deposited: 21 Aug 2016 08:21
URI: http://digilib.unimed.ac.id/id/eprint/14362

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