PENGARUH KUALITAS PELAYANAN KARYAWAN TERHADAP KEPUASAN KONSUMEN PADA TOKO COLOMBUS KOTA KENDARI - Wati, Erdiana; Razak, Abd Salam; tawai, adrian (Business UHO: Jurnal Administrasi Bisnis, 2016)
This study aims to determine the effect of employee service quality (SERQUAL), namely: physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) on consumer satisfaction at the Colombus Stores in Kendari City and to find out the influence of dominant service quality on customer satisfaction at the Kendari City Colombus Store. This study uses multiple linear regression analysis using the F test and t test. Simultaneous analysis results show that the physical evidence variable (tangibles) X1, reliability (reliability) X2, responsiveness (responsiveness) X3, assurance (assurance) X4, and empathy (empathy) X5, significantly influence customer satisfaction (Y) with value Fcount = 6,864> Ftable = 2,430. Partially the independent variables that influence physical evidence (tangibles) X1, reliability (reliability) X2, responsiveness (responsiveness) X3, assurance (assurance) X4, while the variable empathy (empathy) X5, no significant effect on customer satisfaction (Y).ABSTRAK           Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan karyawan (SERQUAL) yaitu : bukti fisik (tangibles), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy) terhadap kepuasan konsumen pada Toko Colombus Kota Kendari dan untuk mengetahui pengaruh kualitas layanan yang dominan terhadap kepuasan pelangaan pada Toko Colombus Kota Kendari Penelitian ini menggunakan analisis regresi linear berganda dengan menggunakan uji F dan uji t. Hasil analisis secara simultan menunjukan bahwa variable bukti fisik (tangibles) X1, keandalan (reliability) X2, daya tanggap (responsiveness) X3, jaminan (assurance) X4, dan empati (empathy) X5, berpengaruh signifikan terhadap kepuasan pelanggan (Y) dengan nilai Fhitung = 6,864 > Ftabel = 2,430. Secara parsial variable bebas yang berpengaruh bukti fisik (tangibles) X1, keandalan (reliability)  X2, daya tanggap (responsiveness) X3, jaminan (assurance) X4, sedangkan variable empati (empathy) X5, tidak bepengaruh signifikan terhadap kepuasan pelanggan (Y).