Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada Kolam Renang Bengawan Solo Pangkalan Brandan)
Abstract: This type of
research is a causal research, useful for analyzing how a variable affects
other variables, and also useful in experimental research in which the
independent variables are treated in a controlled manner by the researchers to
see the effects on the dependent variable directly. The result of simple
regression analysis is Y = 4.764 + 0,198X1 + 0,096X2 + 0,425X3 + 0,268X4 +
0,602X5 + e which variable of physical evidence, reliability, responsiveness,
assurance and empathy positive and significant influence to customer
satisfaction at Bengawan Solo swimming pool . The test results (t) or partial
test indicate that all the independent variables of physical evidence,
reliability, responsiveness, assurance and empathy have a positive and
significant effect on customer satisfaction. The result of determination test
(R2) is 0804 (80,4%). So it can be said that 80.4% variation of bound variable
that is physical evidence, reliability, responsiveness, assurance and empathy
in the model can explain the satisfaction of visitors while the rest of 19.6%
influenced by other variables outside the model.
Keywords: Tangible,
Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction
Penulis: Nasib
Kode Jurnal: jpmanajemendd170296
