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All Journal JUMAN Tools (Jurnal Manajemen Tools) Jurnal AKMAMI (Akuntansi Manajemen Ekonomi) ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING International Journal of Humanities Education and Social Sciences International Journal of Management, Economic and Accounting Jurnal Ekonomi, Manajemen, Akuntansi
Dian Septiana Sari
UNIVERSITAS PEMBANGUNAN PANCA BUDI
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : International Journal of Management, Economic and Accounting

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The Influence of Service Quality on Customer Satisfaction In SMEs – In Samosir Dian Septiana Sari
International Journal of Management, Economic and Accounting Vol. 1 No. 2 (2023): December 2023
Publisher : Yayasan Multidimensi Kreatif

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61306/ijmea.v1i2.25

Abstract

The aim of this study, to test the effect of service Reliability (accuracy), Responsiveness (responsiveness), Assurance (security or safety), Empathy (attention) and Tangibles (physical condition) simultaneously affect the customer satisfaction of SMEs - in Samosir. This research is quantitative descriptive research is research that aims to decipher or describe the properties (characteristics) of a situation or object of research, which is conducted through the collection and analysis of quantitative data and statistical testing. This research test equipment using multiple linear regression models using the t test and F test F test results prove reliability variables (X1), responsivenes (X2), assurance (X3), empathy (X4) and tangibless (X5) simultaneously significant effect on Y (customer satisfaction). T-test results prove that the only variable responsivenes (X2), empathy (X4) and tangibless (X5) which significantly influence customer satisfaction.
Co-Authors Husni Muharram Ritonga Muhammad Isa Indrawan Raafid Ghariy Ramadhan SATRIYAS ILYAS