PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PASAR CIPTA LAND PANGKALAN BUN
| Main Author: | HM, Bakhtiar |
|---|---|
| Format: | Article info application/pdf Journal |
| Bahasa: | ind |
| Terbitan: |
Fakultas Ekonomi Universitas Antakusuma Pangkalan Bun
, 2019
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| Subjects: | |
| Online Access: |
http://magenta.untama.ac.id/index.php/1192012/article/view/44 http://magenta.untama.ac.id/index.php/1192012/article/view/44/43 |
Daftar Isi:
- The development of the business world in this global era is increasingly rapid, which is marked by the emergence of companies engaged in services and industry, so that it can cause competition in the business world. The main problems in this study are: (1) Do Tangibles (tangible), namely, the appearance of physical facilities, equipment, personnel and communication media affect customer satisfaction in the Cipta Land Market Pangkalan Bun? (2) Does Reliability (reliability) that is, the ability to carry out the promised correctly and reliably influences consumer satisfaction in the Cipta Land Pangkalan Bun Market? (3) What is Responsiveness (responsiveness) that is, the ability to assist customers in delivering products quickly and responsively. Has an effect on consumer satisfaction at Cipta Land Pangkalan Bun Market? (4) What is Assurance (belief or guarantee) that is, knowledge and courtesy of employees and their ability to generate trust and confidence. influence the consumer satisfaction of the Cipta Land Pangkalan Bun market? (5) Is Emphaty (empathy) that is, a requirement for caring, giving personal attention to customers influences consumer satisfaction in Cipta Land Pangkalan Bun Market? (6) Does the service quality variable (tangible, reliability, responsiveness, assurance, empathy) simultaneously have a significant effect on consumer satisfaction at Cipta Land Pangkalan Bun Market ?. The results of hypothesis testing, concluded that the regression constant value of 0.539 means that if all independent variables are Tangible (X1), Reliability (X2), Stuttering (X3), Confidence (X4), Empaty (X5), have a value equal to zero, then the value of loyalty consumer (Y) is 0.539. The results of hypothesis testing, concluded that the value of the Intangible variable regression coefficient (X1) amounted to 0.142. With a significance level of 0.020 ≤ 0.050 Means that if the Tangible variable (X1) changes 1 coefficient, the value of consumer loyalty (Y) will change by 0.142 assuming the other independent variables do not change. The results of hypothesis testing, concluded that the regression coefficient value of the Reliability variable (X2) was 0.197 with a significance level of 0.022 ≤ 0.050, Means that if the Reliability variable (X2) changes 1 coefficient, the value of consumer loyalty (Y) will change by 0.197 assuming the other independent variables do not change. The results of testing the hypothesis, concluded that the regression coefficient value Stuttering (X3) is equal to 0.204. With a significant level of 0.038 ≤ 0.050 Means that if the Responsibility variable (X3) changes 1 coefficient, the value of consumer loyalty (Y) will change by 0.204 assuming the other independent variables do not change. The results of hypothesis testing, concluded that the regression coefficient value of the Confidence variable (X4) was 0.263. With a significant level of 0.032 ≤ 0.050 Means that if the Confidence variable (X4) changes 1 coefficient, the value of consumer loyalty (Y) will change by 0.263 assuming the other independent variables do not change. The results of hypothesis testing, concluded that the regression coefficient of the Empaty variable (X5) was 0.221. With a significant level of 0.030 ≤ 0.050 means that if the Empaty variable (X5) changes 1 coefficient, the value of consumer loyalty (Y) will change by 0.221 assuming the other independent variables do not change.