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Juhaini Alie
Program Studi Magister Manajemen Universitas Indo Global Mandiri
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Journal : MBIA

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Pengaruh Tangible, Reliability, Responsiveness, Assurance, dan Emphaty Terhadap Kepuasan Pelanggan Perempuan Pada Osbond Gym Palembang Septiana Septiana; Juhaini Alie
MBIA Vol 22 No 2 (2023): Management, Business, and Accounting (MBIA)
Publisher : Direktorat Riset dan Pengabdian kepada Masyarakat Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33557/mbia.v22i2.2620

Abstract

This research aims to determine the Effect of Tangible, Reliability, Responsiveness, Assurance, and Empathy on Customer Satisfaction Woman at Osbond Gym Palembang. The sampling technique in this study used a purposive sampling method with the Slovin formula so that the total number of 93 samples was aimed at respondents who exercised at Osbond Gym Palembang. Data retrieval was carried out using a questionnaire with a Likert scale. The analysis method used in this study is the multiple regression analysis method with the application of SPSS Statistics 23. The study's results based on a partial test (t-test) showed that tangible significantly affected customer satisfaction with a signification value of 0.038 < 0.05. Reliability significantly affected customer satisfaction with a signification value of 0,000 < 0.05. Responsiveness substantially affects customer satisfaction with a signification value of 0.027 < 0.05. Assurance significantly affected customer satisfaction, with a signification score of 0.012 < 0.05. Empathy substantially impacted customer satisfaction with a signification value of 0,000 < 0.05 tangible, reliability, responsiveness, assurance and empathy in the simultaneous test (F test) together significantly impacted customer satisfaction with a signification value of 0,000 < 0.05. The Coefficient of Determination test result was obtained by Adjusted R Square of 0.444, which showed that the dependent variable (Y) of 60.2% was influenced by the independent variable (X). The remaining 39.8% was affected by factors yet to be studied in this study. Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy Abstrak Penelitian ini bertujuan untuk mengetahui Pengaruh Tangible, Reliability, Responsiveness, Assurance, dan Emphaty Terhadap Kepuasan Pelanggan Perempuan Pada Osbond Gym Palembang. Teknik pengambilan sampel dalam penelitian ini menggunakan metode purposive sampling dengan rumus slovin sehingga jumlah keseluruhan sampel sebanyak 93 sampel yang ditujukkan kepada responden yang berolahraga pada Osbond Gym Palembang. Pengambilan data dilakukan menggunakan kuesioner dengan skala likert. Metode analisis yang digunakan dalam penelitian ini adalah metode analisis regresi berganda dengan aplikasi SPSS Statistics 23. Hasil penelitian berdasarkan uji parsial (uji t) menunjukkan bahwa tangible berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai siginifikasi 0,038 < 0,05. reliabilty berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai siginifikasi 0,000 < 0,05. Responsiveness berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai siginifikasi 0,027 < 0,05. Assurance berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai siginifikasi 0,012 < 0,05 dan Emphaty berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai siginifikasi 0,000 < 0,05 tangible, reliability, responsiveness, assurance dan emphaty dalam uji simultan (uji F) secara bersama-sama berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai siginifikasi 0,000 < 0,05. Hasil uji Koefisien Determinasi diperoleh Adjusted R Square sebesar 0,444. Hal ini menunjukkan bahwa variabel dependen (Y) sebesar 60,2% dipengaruhi variabel independen (X), sedangkan 39,8% sisanya dipengaruhi oleh faktor lain yang belum diteliti dalam penelitian ini. Kata Kunci: Berwujud, Keandalan, Daya Tanggap, Jaminan, Empati
Co-Authors Ahmad Sanmorino Akbar , M. Alif Aldi, Muhammad Rahmad Ali, Marzuki Alsha, Muhammad Raffy Anugra Amrina Rosyada Anggi Prissilia Ariati, Nining Aris Munandar Bekti Setiadi Callistasari, Nidia Putri Darma, Mgs. Prima Delvi Rahma Novianti Deninta, Dinda Dwi Dewi Agnesia Dwi Fury Maulina Dwi Utami, Della Edi Susanto Endah Dewi Purnamasari Fahlevie, Recja Fitriani Fitriani Ghina, Aliah Godlyfe Smarthene Ryck Hawai Hamid Halin HASANAH, Nabila Irawan Irawan Jefirstson Richset Riwu Kore Jefirstson Richset Riwukore Jefirstson Richset Riwukore John Roni Coyanda Jurlinda Jurlinda Krisman B Riwu Kore Lazuarni, Shafiera Lestari, Yeyen Linda Linda Luis Marnisah Luis Marnisah Luis Marnisah Riwukore M. Fadhil Ramadhan Nurbani M. Hafis Erlangga Manafe, Graendy Zimrat Marnisah, Luis Megat Norulazmi Megat Mohamed Noor Meilin Veronica Muhammad Haviz Irfani Muhammad Kurniawan DP Muhammad Muhardeny Nadinta Ardianty Nazori Suhandi Oscar, Jimmi Pratiwi , Imanda Ajeng Putra, Prima Darma Putri, Melia Sari Onika Rapiudinsyah, Ahmad raudatul jannah Rendra Gustriansyah Riwu Kore, Firda R Riwu Kore, Jefirstson R Romadlona, Ariatna Roswaty Roswaty Roswaty Rudi Heriansyah Russela, Russela Sabina, Veni Allya Sandys Vena Ade Putri Hattu Saputra, Muh Febrianto Ello Sarman, Ardiansyah Sartika, Dewi Saskia Maharani Septiana Septiana Shinta Puspasari Siska Wulandari, Siska Siti Komariah Hildayanti Siti Komariah Hildayanti Siti Ulfa Ridayani Sofi Tamara Sukesih, Ade Ayu Suwirya Tjandra Syabitha, Fidya Nur Tabrani Tabrani Tampubolon, Miranda Roulina Tiara Yudianita Tien Yustin Tien Yustini Tien Yustini Tien Yustini Tien Yustini, Tien Tri Maradona Fajar Putra Tsabita, Putri Valentika, Chindhi Putri Veronica, Meilin Veronika, Meilin Wadud, Muhammad Wulanda, Sanza Vittria Yogi Darminto Yogie Ardiwinata, Yogie Yosef Ekliopas Ishak Rohi