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Journal : Forum Manajemen

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

Show Abstract | Download Original | Original Source | Check in Google Scholar

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 A. Erna Rochiyati S. Acharya, Chet Narayan Agus Sariono Ahmad Ghazy Ahmad Hazaymeh, Omar Mohammad-Ameen Ahmad, Hauwa Sani Akdemir, Ahmet Selçuk Amanah, Firda Maulia Amandari, Ni Kadek Pande Anggi Amrullah Amrullah Andyana, I Ketut Suar Angela, Ni Made Utari Tisna Anwar, Ni Luh Gede Indah Aprilia Aprianoto, Aprianoto Arbainah, Siti Ariani, Ni Luh Putu Yoni Arini, Komang Pipit Ariyanti, Ni Luh Novia Armoni, Ni Luh Eka Aruku, Kalita Joseph Asih Sauramanda Asrumi, Asrumi Ayub, Sadia Chan, Yuen Fook Chaurasiya, Dr. Sneha Chaurasiya, Sneha Christiani, Rachel Claridad, NF Claridad, Norberto Fabi Clary Sada Dewi, Ayu Putu Lina Puspita Dewi, Ida Ayu Made Wulan Sukma Dewi, Kadek Bintang Sri Dewi, Komang Ayu Trian Dewi, Ni Ketut Citra Dewi, Ni Komang Mayang Saptariyasa Dizon Jr, Rodolfo P. Dwipayana, I Kadek Wisnu Dynata, Kayla Tabina Effiong, Augustine Etim Eni Rosnija Erly Wahyuni Eshreteh, Dr. Mahmood Fatema Sharmin Gede, I Gusti Ketut Ghafar, Zanyar Nathir Ghimire, Shiva Raj Harahap, Ratna Dewi Hartati, Rita Hazaymeh, Omar Mohammad-Ameen Ahmad Huong, Tran Nho I Ketut Darma Laksana I Ketut Santra I Komang Putra Adnyana, I Komang Putra I Made Suastra I Made Sumartana I Nyoman Suka Sanjaya I Nyoman Suka Sanjaya, I Nyoman Suka I Wayan Putrana Ibrahim, Auwal Ahmed Ida Ayu Putu Sri Widnyani Ida Bagus Artha Adnyana Idri, Nadia Ikhsanudin Ikhsanudin Ikhsanudin Ikhsanudin Imron, Aly Issa, Muhammad Iwan Supardi Joaquin, Cleo Jude Kadek Dwi Cahaya Putra Kasiani, Kasiani Komang Wahyulia Saraswati Kumbhayoni, Putu Diah Keshy Laksana, I Putu Yoga Lasmini, Ni Ketut Latip-Yusoph, Sorhaila Lien Darlina, Lien Made Ayu Jayanti Prita Utami Maharani, Anak Agung Radha Regita Mandang, Selvie Ratna Ivone Marcaida, John Louise M. Mazher, Muhammad Ahmad Md Kamrul Hasan Md. Kamrul Hasan, Md. Kamrul Mekuriaw, Dessalegn Moh Agus Sutiarso Mohammed, LA Muhamadias, Nusrat Mulyono Mulyono Mustafa, Muhammad Narayasa, Ni Made Irene Kharisma Nathir Ghafar, Zanyar Ni Kadek Artini, Ni Kadek Ni Ketut Sekarti Ni Ketut Suciani Ni Made Dwi Anjani Ni Nyoman Sarmi, Ni Nyoman Ni Putu Dyah Hudiananingsih Ni Wayan Sadiyani Ningtyas, Diyah Ayu Nirmala , Ni Kadek Wahyu Dian Novitriana, Komang Ovieta, Pande Putu Resmia Oxtapianus Tawarik Pabayo, Febriyanti Sonya Panjaitan, Dwi Diva A. Pertiwi, Ni Kadek Wanda Maheswari Prathivi, Pande Putu Githa Sari Pratiwi, Ni Kadek Anjelia Putri Pratiwi, Ni Luh Putu Dina PRATIWI, NI PUTU EKA Pridari, Ni Made Mira Purnomo, Subekhi Hadi Putra Yudistira, Cokorda Gede Putra, I Komang Agus Januarta Sutisma Putra, I Komang Mahayana Putri, Erma Artajosi Putri, Kadek Arisita Dhyana Putri, Kiki Hermalia Putri, Ni Made Kami Elisa Putri, Ni Putu Angelyani Sugiantari Putri, Ni Putu Radha Savitri Maheswari Raheem, Bareq Raad Ratih, Ni Kadek Pande Ayu Riama, Pelita Riswana, I Gede Maryo Kanka Rouf, Md. Abdur Sahoo, Parshuram Sahoo, Prakash Kumar SANJAYA, IDA BAGUS Saputra, I Wayan Andika Saputra, Upayana Wiguna Eka Sari, Ni Gusti Ayu Komang Tri Purnama Septiadana, Ni Kadek Sinta Setiadewi, Ni Putu Chesya Putri Setyowati, Ratih Sinanditha, I Gede Bagus Ananda Siswahyudianto Sitawati, Anak Agung Raka SITI MARIAM Somawati, Ni Putu Sorhaila Latip-Yusoph Suarja, I Ketut Sumartana, I Made Sumartini, Ni Komang Ayu Sunkad, Gayatri Suputra, Gusti Ketut Alit Suriyadi, Suriyadi Suryanto, Agnes Febriyanti Suteja, Mutira Kristiani Suwitri, Sang Ayu Nyoman Udoudom, Uduak Imoh Uzma, Sidratul Muntaha Waelan Waelan, Waelan Wagisuari, Ni Kadek Nara Widarwan, Kadek Candra Widyaswasti Widiantara, I Made Windriya, Sheenaz Dhia Raisha Wisman Hadi Wu, QingHao Yayi Suryo Prabandari Yuniantari, Ni Putu Intan Yusof, Norhayati Mohd Zulfan, Muhammad