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Verawaty Verawaty
Universitas Bina Darma
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Journal : YUME : Journal of Management

 1 
Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Verawaty, Verawaty; Saeni, Nuraeni; Singkeruang, A. We Tenri Fatimah; Kausar, Al; Mattarima, Mattarima
YUME : Journal of Management Vol 5, No 2 (2022)
Publisher : Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/yum.v5i2.1892

Abstract

AbstrakPenelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan yang terdiri dari (bukti fisik, kehandalan, daya tanggap, jaminan dan empati) baik secara bersama-sama maupun parsial terhadap kepuasan pelanggan pengguna jasa pengiriman barang pada PT. TIKI cabang Makassar. Populasi dalam penelitian ini adalah pelanggan yang menggunakan jasa pengiriman PT. TIKI cabang Makassar yang berjumlah 257 pelanggan. Adapun jumlah sampel yang digunakan sebanyak 72 responden yang diperoleh dari formulasi slovin. Sumber data yang digunakan adalah data primer yang dikumpulkan dengan menyebar kuesioner kepada seluruh responden. Data dalam penelitian ini akan diuji dengan beberapa tahapan pengujian, diantaranya yaitu uji statistik deskriptif, uji asumsi klasik yang terdiri dari (uji normalitas, uji multikolinearitas, uji heteroskedastisitas), dan pengujian seluruh hipotesis melalui uji koefisien determinasi, uji parsial (uji t) dan uji simultan (uji f). Hasil pengujian secara simultan menunjukkan pengaruh variabel bebas yang terdiri dari bukti fisik, kehandalan, daya tanggap, jaminan dan empati secara bersama-sama berpengaruh signifikan terhadap kepuasan pelanggan pada PT. TIKI cabang Makassar.  Kata Kunci: bukti fisik; kehandalan; daya tanggap; jaminan; perhatian; kepuasan pelanggan. AbstractThis study aims to determine the effect of service quality (physical evidence, reliability, responsiveness, assurance, and empathy) jointly and partially on customer satisfaction using goods delivery services at PT. TIKI Makassar branch. The population in this study is customers who use the delivery service of PT. TIKI Makassar branch, totaling 257 customers. The number of samples used was as many as 72 respondents obtained from the solvent formulation. Data sources are primary data collected by distributing questionnaires to all respondents. The data in this study will be tested with several stages of testing, including descriptive statistical tests, classical assumption tests consisting of (normality test, multicollinearity test, heteroscedasticity test), and testing all hypotheses through the coefficient of determination test, partial test (t-test) and simultaneous test (f test). Simultaneous test results show that independent variables consisting of physical evidence, reliability, responsiveness, assurance, and empathy have a significant impact on customer satisfaction at PT. TIKI Makassar branch. Keywords: Physical Evidence; Reliability; Responsiveness; Guarantee; Attention; Customer Satisfaction.  
Co-Authors A. We Tenri Fatimah Singkeruang Abas, Sofyan Abdul Wahab Abin Suarsa Abjan, Wirawati Ade Kemala Jaya Ade Kemala Jaya Ade Kemala Jaya, Ade Kemala Adithya Puspita Sari Agustin, Utria Leoni Akbar, Hidayani Akmal Abdullah Alsri, Adelita Putri Ambarita, Desi Ratnasari Anantadjaya, Samuel PD Andi Makkulawu Panyiwi Kessi Anggraeni, Neng Hany Anshar, Muh. Ashary Aschel, Permata AYU LESTARI Azis, Murwinda Baharuddin, Megawaty Ceskakusumadewi Bayu Hardiono Benedicta Djarwati Muljani Ceskakusumadewi Ceskakusumadewi, Ceskakusumadewi Citra Indah Merina Dabur, Feliks Daniati Hi Arsyad Dhita Adriani Rangkuti Diawati, Prety Eko Ariawan Elisati, Elisati Elvi Zai, Fransiska Enjelita, Santa Erlin Dolphina Fidyah, Feny Francka Sakti Lee Frisca, Sanny Gafar, Masrin Geasela, Yemima Monica Guarto, Muji H.M, Rahmayati Hamdat, Aminuddin Hendrawan, Henky Hendy Tannady Ibrahim, Ukas Intan Puspanita Irawan, Haris Irdawati Irdawati Irene Puspa Dewi, Irene Puspa Irra Kurniawati Irra Kurniawati, Irra Irwan, Devi Damayanti Izzati, Izzati Johanes Fernandes Andry Karina Karina Karo, Mestiana Br. Kausar, Al KEZIA, KEZIA Klemens Mere Laksmitawati, Diah Ratih Lasri, Nopa M. Fahrul Husni Makduani, Rivai Makmur, Syarif Manoppo, Fiska Andini Manurung, Tumpal Margareta Margareta, Margareta Maria, Anna Marlindawati Marlindawati Mattarima Mattarima Megawati Megawati Megawati Megawati Meidiawati, Christine Miftahorrozi, Miftahorrozi Mohammad Sawir Muchsiddin, Murdin Muchsidin, Feronica Fungky Muchsidin, Murdin Muh. Ashary Anshar Muhammad Ibrahim Fikri MUHAMMAD RIZAL Muhammad Salindra Mujahid Mujahid, Mujahid Muji Guarto Muji Gunarto Mulwaningsari, Etty Musdalifah Musdalifah Nawangwulan, Irma M Nespy, Reza Ningsih, Suryana Nisa, Wa Ode Khairun Noviardy, Andrian Novitarum, Lilis Nuraeni Saeni Nur’aini, Andi Nurdiani, Tanti Widia Nurhidayah Nurhidayah Nursifa, Nursifa Nuryana, Arief Patanda, Alberthin Pawennei, Mulyati Perbawa, Prayudha Tegar Pratiwi AR, Dhita Puspa Dewi, Irene Puspita Sari Raharti, Rini Rahmawati, Sistya Ramdani, M. Ihsan Razak, Askari Restu Pratiwi Richa Rahmawati Rifai, Mesrawati Rita Zulbetti Rosnaini Daga Ruby Thohary Salam, Karta Negara Salim, Reny Santi Agustianti Sari, Ade Risna Selonni, Fita Septiani Fransisca Setri Ayu Lastari Sinabutar, Pola Paulina Siti Salwa Siti Soleha Srimiyati Sugeng Santoso Sugihyanto, Toto Sugiyanto - Suharto, Imam Supiani Supiani, Supiani Suzanna, Siti Talawa, Musdalifa Terzaghi, Muhammad Titan Thohary, Ruby Tita Mendala, Tita Tuty Taslim Widyanti, Yeni Yolanda Widiati Yolantri, Afriza Yuliastuti, Hilda