THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER”™S SATISFACTION AT PT. SINAR MUTIARA CAKRABUANA

Authors

  • Amna Amelia Oktaviani polines
  • Siti Nur Barokah polines
  • Sri Marhaeni Salsiyah polines

DOI:

https://doi.org/10.32497/jobs.v4i2.1495

Keywords:

tangibles, reliability, responsiveness, assurance, empathy, customer”™s satisfaction

Abstract

The purpose of this research was to determine and analyze the influence of services quality: tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) on customer”™s satisfaction (Y) at PT. Sinar Mutiara Cakrabuana. The collecting data methods used in this research were questionnaires, interview and literature review. The scale of questionnaires used agree-disagree scale with 10 point scale and the respondents in this research were 90 samples. The sampling technique used is purposive sampling. The data analysis technique used was multiple linear regression. The result could be concluded that service quality which consists of tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) has positive and significance influence on customer”™s satisfaction (Y). Meanwhile the contribution of the independent variables (tangibles, reliability, responsiveness, assurance, empathy) on customer”™s satisfaction was 66,7%.

Author Biographies

Amna Amelia Oktaviani, polines

jur ab

Siti Nur Barokah, polines

jur ab

Sri Marhaeni Salsiyah, polines

jur ab

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Published

2019-06-25

Issue

Vol. 4 No. 2 (2018): Desember 2018

Section

Articles

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