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Journal : Al-Buhuts (e-journal)

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PENGARUH KUALITAS JASA LAYANAN TERHADAP KEPUASAN KONSUMEN KOTA MAKASSAR St. Hatidja; Lina Mariana; Arsyad Paweroi; Syarifuddin Syarifuddin
Al-Buhuts Vol. 18 No. 2 (2022): Al-Buhuts
Publisher : Institute Agama Islam Negeri (IAIN) Sultan Amai Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30603/ab.v18i2.3023

Abstract

The purpose of the study is to find out and analyze the influence of service quality consisting of responsiveness, assurance, physical evidence, empathy and reliability on customer satisfaction in Makassar and analyze the dominant service quality affecting satisfaction. The results of the discussion, the results that can be discussed are related to the existence of consumers who get services and are needed as information to find out the identity as respondents and research objects that provide interpretations of respondents' characteristics to analyze the effect of service quality on consumer satisfaction in makassar city. Based on calculations with the help of the SPSS program using the Full Model Regression obtained the multiple liner regression equation is obtained as follows: Y = -3.518 + 0.448X1 + 0.452X2 + 0.309X3 + 0.255X4 + 0.175X5 The regression equation above there is a value of 0 or a constant value of -3.518. This shows that if the independent variable is entirely considered to be worth 0, then consumer satisfaction (Y) is -3,518. This is an indication of the influence of other variables not studied in the analysis of the dimensions of service quality on consumer satisfaction on the Statistical test F or simultaneous significance test, basically showing whether all the free variables included in the model have an influence together on the dependent variable Y. Test F is carried out by comparing the Fhitung with the value of the Ftabel at a real level = 0.05. The F test has a significant effect if the calculation is greater than the Ftabel or the probability of error is less than 5% (P < 0.05). The results of the calculation of the Full Model Regression analysis with the help of the SPSS program. Version 25 obtained a Fhitung of 38,583 with a probability level of 0.000 (significant). Whereas Ftabel is 2.31 thus then Fhitung is greater than Ftabel (38,583 > 2.31) and also probability is much smaller than 0.05, meaning that the hypothesis of this study is acceptable.
Co-Authors . Abdul Wahab Abdul Wahab Adi Siswanto Adi Siswanto Aditya Halim Perdana Kusuma Putra Putra Adrian Adrian Adrianus Parenden Agung Wicaksono Ahmad Firdaus Ahmad Firdaus Ahmad Firdaus, Ahmad Ainun Syaifa, Tamira Altin, Muhammad Anastasia D'Ornay Andi Saprianti Apiaty K Amin Apiaty Kamaluddin Aptiaty Kamaluddin Arsyad Paweroi Arwaty, Arwaty Bahtiar Cesar, Aprilia Putri Maharani Dakhri, M Dakhri, M. Damis, Sariana Diani Nurhajati Effendy, Fiqram Ramadhan Eko Eddya Supriyanto EKO EDDYA SUPRIYANTO EKO EDDYA SUPRIYANTO Entar Sutisman Entis Sutisna Fadillah, Indira Fahrudin Pasolo Fibry Haeruddin Haeruddin Hartawati, Sri Indira Harun, Hernianti Hasniaty Hatidja, St Hatidja, St. Hernianti Harun Hidayat Marmin Husni Bt Salam Husni Salam I, Ilmiah Imran Tahalua Indarwati Indarwati Indarwati Indarwati Indarwati Indarwati Indarwati Indarwati Ismawati Ismawati Jamaluddin Jamaluddin Jamaluddin Jamaluddin Junaidin - Junaidin, Junaidin Kencanawati, Dewi M. Yusuf Alfian Rendra Anggoro KR Marmin, Hidayat Marsuni, Nur Sandi Matteo Rossi Megawhati Artiyany Megawhaty Artiyany Meida Rachmawati Meida Rachmawati Miranda, Yola Muh Rizal Halim Muh. Dakhri Muh. Ramli Muhammad Yusuf munifa, Munifa Nasrullah , Nasrullah Nersiyanti, Nersiyanti Noor, Moh. Yasin Norhapifah, Hestri Nugroho, Fibry Jati Nur Aisyah Nur Fadny Yuliani Nur Fadny Yuliani Nur Sandi Marsuni Nur Sandi Marsuni Nurhaedar Nursiah, Andi Nurul Fitrah Yani Pattarani, Andi Quach, Tai Minh R, Masmarulan Rachman, Siswati Ramadhani, Nurul Syahri Roslina Alam Rosmiati Rosmiati Ruki Ambar Arum Rusli Rusli Siri Sanusi, M Dakhri Sariana Damis Shofiana Syam Sri Indira Hartawati Sri Indira Hartawati St. Hatidja St. Hatidja St. Hatidja - Suriani Suriani SURYA DHARMA Suryani, Anny Syarifuddin Syarifuddin - Syarifuddin Syarifuddin Thaha, Salmiyah Utina, Dian Anggriani Wagiman S Wibowo, J Ari WK, Muh. Yasin Noor Yuliani, Nur Fadny Yulitasari, Yulitasari