Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Jasa Wedding Organizer Rias Pengantin Nahdya Di Kota Pekanbaru
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Institusion
Universitas Islam Riau
Author
Aziz, Hartsa Mustamli
Subject
HD28 Management. Industrial Management
Datestamp
2022-03-11 09:39:56
Abstract :
This study aims to prove and analyze the quality of service consisting of tangible, reliability, responsiveness, assurance, and empathy to customer satisfaction in wedding organizer services rias pengantin nahdya in Pekanbaru City. The population in this study is all customers wedding organizer rias pengantin nahdya in Pekanbaru City from January month to December 2018 years. The sample in this study amounted to 72 respondents. The technique used is random sampling, through surveys by distributing questionnaires. The method used is a descriptive qualitative analysis method. The research model used by researchers is a statistical analysis of multiple linear regression equations, hypothesis testing using simultaneous tests, partial tests, and coefficient of determination. The results of simultaneous service quality have a significant effect on customer satisfaction. Partially tangible, responsiveness, assurance, and empathy affect customer satisfaction, while reliability does not affect customer satisfaction. Advice for entrepreneurs wedding organizer Rias Pengantin Nahdya and the other Wedding Organizer in Pekanbaru City, should learn more and understand about customer satisfaction which is related to service quality (tangible, reliability, responsiveness, assurance, and empathy).
This study aims to prove and analyze the quality of service consisting of tangible, reliability, responsiveness, assurance, and empathy to customer satisfaction in wedding organizer services rias pengantin nahdya in Pekanbaru City. The population in this study is all customers wedding organizer rias pengantin nahdya in Pekanbaru City from January month to December 2018 years. The sample in this study amounted to 72 respondents. The technique used is random sampling, through surveys by distributing questionnaires. The method used is a descriptive qualitative analysis method. The research model used by researchers is a statistical analysis of multiple linear regression equations, hypothesis testing using simultaneous tests, partial tests, and coefficient of determination. The results of simultaneous service quality have a significant effect on customer satisfaction. Partially tangible, responsiveness, assurance, and empathy affect customer satisfaction, while reliability does not affect customer satisfaction. Advice for entrepreneurs wedding organizer Rias Pengantin Nahdya and the other Wedding Organizer in Pekanbaru City, should learn more and understand about customer satisfaction which is related to service quality (tangible, reliability, responsiveness, assurance, and empathy).
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