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All Journal Forum Manajemen
Komang Wahyulia Saraswati
Jurusan Administrasi Niaga, Politeknik Negeri Bali
Economics, Econometrics & Finance Social Sciences

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ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN I Wayan Putrana; Majid Wajdi; Komang Wahyulia Saraswati
Forum Manajemen STIMI Handayani Denpasar Vol 20 No 1 (2022): Jurnal STIMI Vol. 20 No. 1 - 2022
Publisher : Forum Manajemen STIMI Handayani Denpasar

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Abstract

The purpose of this study was to determine the effect of service quality (tangible, reliability, responsiveness, assurance and empathy) caring for the satisfaction of new customers in telecommunications companies in Denpasar. The research method used is quantitative. The sample in this study were 119 people taken using the purposive sampling method. Data was collected by distributing questionnaires and then processed with SPSS. The analysis shows that tangible, reliability, responsiveness, assurance and empathy have positive effects on customer satisfaction. Hypothesis testing partially and simultaneously of the independent variables is significant, because the significance value <0.05. The coefficient of determination shows that the ability of tangible variables, reliability, responsiveness, assurance and empathy in explaining customer satisfaction is 62.6%. This means that Service Quality has an influence on Customer Satisfaction
ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN I Wayan Putrana; Majid Wajdi; Komang Wahyulia Saraswati
Forum Manajemen Vol 20 No 1 (2022): Jurnal STIMI Vol. 20 No. 1 - 2022
Publisher : STIMI Handayani Denpasar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61938/fm.v20i1.468

Abstract

The purpose of this study was to determine the effect of service quality (tangible, reliability, responsiveness, assurance and empathy) caring for the satisfaction of new customers in telecommunications companies in Denpasar. The research method used is quantitative. The sample in this study were 119 people taken using the purposive sampling method. Data was collected by distributing questionnaires and then processed with SPSS. The analysis shows that tangible, reliability, responsiveness, assurance and empathy have positive effects on customer satisfaction. Hypothesis testing partially and simultaneously of the independent variables is significant, because the significance value <0.05. The coefficient of determination shows that the ability of tangible variables, reliability, responsiveness, assurance and empathy in explaining customer satisfaction is 62.6%. This means that Service Quality has an influence on Customer Satisfaction
Co-Authors I Wayan Putrana Majid Wajdi