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All Journal International Journal Management and Economic (IJME)
Ratih Fitri Yatun
Gunadarma University
Economics, Econometrics & Finance

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THE EFFECT OF SERVICE QUALITY ON CONSUMER SATISFACTION AT TEH POCI PERUMNAS 1, BEKASI Ratih Fitri Yatun; Sri Rahayu Puspita Sari
International Journal Management and Economic Vol. 5 No. 2 (2026): May: International Journal Management and Economic
Publisher : Asosiasi Dosen Muda Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56127/ijme.v5i2.3042

Abstract

The purpose of this study was to determine the partial and simultaneous influence of service quality on customer satisfaction at Teh Poci Perumnas 1, Bekasi. The data used were primary data, using a questionnaire distributed to 100 consumers of Teh Poci Perumnas 1, Bekasi. The sampling technique used was purposive sampling. The analytical tools used were validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis, determinant test, f-test, and t-test. The results showed that the variables Reliability, Assurance, and Physical Evidence partially influenced Customer Satisfaction at Teh Poci Perumnas 1, Bekasi. Meanwhile, the variables Responsiveness and Empathy did not have a partial effect on Customer Satisfaction at Teh Poci Perumnas 1, Bekasi. The variables Reliability, Responsiveness, Assurance, Empathy, and Physical Evidence jointly influenced Customer Satisfaction at Teh Poci Perumnas 1, Bekasi.
Co-Authors Sri Rahayu Puspita Sari