PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Survey Pada Pelanggan Fedex Express Surabaya) - Afrinda Khoirista (Fakultas Ilmu Administrasi Universitas Brawijaya, 2015)
The purpose of this research is to determine the influence of quality of service, consist of tangible; reliability; responsiveness; assurance; and empathy variables, on the customer satisfaction and to determine which variable have the most significant impact. The type of this research is explanatory research using quantitative approach. The sample used for the study was 116 respondents who have used the services of FedEx Express Surabaya of at least two times during the last 3 months. The sampling technique used was purposive sampling and using questionnaires for data collection. The data analysis techniques used was the instrument test (validity and reliability) and multiple linear regression analysis. The result of this study indicated that the coefficient of determination obtained was 0,583 means that 58,3% the customer satisfication varibles influenced by tangible,,reliability,,responsiveness,,assurance, and empathy variables, while the rest was influenced by other variables.,Furtheromore, there was a partial significant influence on the reliability, responsiveness, assurance, and empathy variable on customer satisfaction with the significance of the results t(0.000),<,α=0.05, while the tangible variable to customer satisfaction results showed there was no significant effect on customer satisfaction showed by the value of t(0.000),> α=0.05. Key Word: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, and Customer Satisfaction Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan yang terdiri dari variable tangible, reliability, responsiveness, assurance, dan empathy secara simultan untuk mengetahui variabel dominan yang berpengaruh terhadap kepuasan pelanggan. Jenis penelitian yang digunakan dalam penelitian ini berjumlah 116 reponden yang menggunakan jasa FedEx Express Surabaya minimal 2 kali dalam 3 bulan terakhir. Teknik pengambilam sampel menggunakan teknik purposive sampling dan metode pengumpulan data berupa angket. Teknik analisis data yang digunakan adalah uji instrument (validitas dan reliabilitas) serta analisis regresi linier berganda. Hasil penelitian menunjukan,berdasarkan analisis koefisien determinasi diperoleh hasil Rsquare (koefisien dterminasi) sebesar 0,583 artinya bahwa 58,3% variabel kepuasan pelanggan dipengaruhi oleh variabel kualitas pelayanan,yang terdiri dari tangible, reliability, responsiveness, assurance dan empathy sedangakan sisanya dipengaruhi oleh variabel lain yang tidak dibahas dalam penelitian ini. Terdapat pengaruh signifikan secara parsial (individu) pada variabel reliability, responsiveness, assurance, dan empathy terhadap kepuasan pelanggan dengan hasil signifikansi t(0,000) < α 0,005. Sedangkan pengaruh variabel tangible menunjukkan hasil yang tidak signifikan terhadap kepuasan pelanggan dengan nilai t(0,000) > α 0,05. Kata Kunci: Kualitas Pelayanan, Tangible, Reliability, Responsiveness, Assurance, Empathy, dan Kepuasan Pelanggan