Pengaruh Bukti Fisik, Jaminan, Kehandalan, Daya Tanggap, Empati, Dan Harga Terhadap Kepuasan Pelanggan di Klinik Dermato DR. Rointan Simanungkalit, SP.KK. Medan
| Main Author: | Ambarwulan, Dika Widya |
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| Other Authors: | Sembiring, Beby Karina Fawzeea |
| Format: | Thesis application/pdf |
| Bahasa: | ind |
| Terbitan: |
Universitas Sumatera Utara
, 2022
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| Subjects: | |
| Online Access: |
https://repositori.usu.ac.id/handle/123456789/74759 |
Daftar Isi:
- This research aim is to examine effects of tangibles, assurance, reliability, responsiveness, empathy, and price in customer satisfaction at Dermato Clinic dr. Rointan Simanungklait, Sp.KK. Medan. This research type is explanatory associative research. Population of this research is customers who came to perform maintenance or purchase of products twice or more than twice from January 2014 – Ferbruari 2014, with number of samples of 86 people, which are taken by Purposive Sampling method. Primary data collections are taken using questionnaires, and secondary data from literature studies. The hypothesis of this research is analyzed using Multiple Linear Regression with signification level of α = 5% (0.05). Simultaneously, tangibles, assurance, reliability, responsiveness, and empathy are affecting positively and significantly in customer satisfaction. Partially, tangibles and assurance is affecting positively and non significantly, reliability is affecting negatively and non significantly, responsiveness, and empathy is affecting positively and significantly. And then price is affecting positively and significantly in customer satisfaction. Adjusted R Square value of 0,607, which is acquired from Coefficient Determinant (R2 ) test, stated that 60,7% of customer satisfaction can be described by independent variables that are , tangibles, assurance, reliability, responsiveness, and empathy which in the other hand 39,3% of customer satisfaction can be described from other variables that excluded of this research. R Square value of 0,148, which is acquired from Coefficient Determinant (R2 ) test, stated that 14,8% of customer satisfaction can be described by price, which in the other hand 85,2% of customer satisfaction can be described from other variables that excluded of this research.
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