The Influence of Reliability, Responsibility, Assurance, Empathy and Physical Evidence on Customer Satisfaction with Disabilities at Tangerang Station

Muhammad Nuril Huda (Faculty of Economics and Business, Universitas Nasional, Jakarta)
Beureukat Beureukat (Faculty of Economics and Business, Universitas Nasional, Jakarta)
Melati Melati (Faculty of Economics and Business, Universitas Nasional, Jakarta)
Kumba Digdowiseiso (Faculty of Economics and Business, Universitas Nasional, Jakarta)

jurnal syntax admiration
Vol. 4 No. 5 (2023): Jurnal Syntax Admiration

This study aims to determine the effect of responsiveness reliability, assurance, empathy and physical evidence on customer satisfaction with disabilities at Tangerang Station. The sampling method used is Non-Probability Sampling with Purposive sampling technique. This type of research uses quantitative descriptive methods and inferential analysis using primary data in the form of a closed questionnaire to 100 respondents and the data is analyzed using multiple linear regression analysis. From the data that has fulfilled the validity test, reliability test, classical assumption test and model feasibility test, a regression equation is obtained. The results of regression analysis in this study indicate a positive and significant effect on customer satisfaction, which is shown in the coefficient table in the regression equation model. The results of the model feasibility test shown with the significant value are shown in the model feasibility table which means that the model in this study is feasible to use based on the significant value obtained. The results of the hypothesis conclusion with the t test obtained a significant value on the variables of reliability, empathy, assurance, empathy and physical evidence on customer satisfaction.