TA DIGITAL
Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Matahari Departemen Store Kudus
In the globalization era business competition in market both domestic and international market is very tight. Companies that want to grow and survive must be able to provide better customers service. This is as done an effort to give satisfaction to the customers. Customer satisfaction becomes the main thing in the retail business in order to be a successful company. Service became one of the aspects to be taken by the company, because with a good service it is expected that consumers will be satisfied.
The purpose of this final report is to investigate the influence of service quality on customer satisfaction at Matahari Department Store Kudus. Observation, interviews, and questionnaires are used to collect data. The method used in this research is the analysis method that uses simple linear regression and correlation analysis. Questioners were distributed to 100 respondents. For regression analyze to used formulation Y=bX. It is to used look for how many influence of variable X on variable Y. To preparation the data to used SPSS Windows for 12.0.
Results of this study is that the calculation of regression coefficients obtained as is 0,466 regression which can affect customer satisfaction, and also the value of the coefficient of determination is equal to 0,217 is that service quality contributes a value of 21.7% in consumer satisfaction in the Matahari Department Store Kudus. And the rest of 78,3% influenced by factors other.
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