PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Pelanggan PT. Pelabuhan Indonesia III (Persero) Cabang Tanjung Perak)

Dinda Ihsan; Supriono Supriono

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Dinda Ihsan
Supriono Supriono

Abstract

The aim of this research are (1) identifying and explaining the influence of variabel tangible, responsiveness, reliability, assurance, dan empathy toward customer satisfaction together, (2) identifying and explaining the influence of tangible toward customer satisfaction, (3) identifying and explaining the influence of responsiveness toward customer satisfaction, (4) identifying and explaining the influence of reliability toward customer satisfaction, (5) identifying and explaining the influence of assurance toward customer satisfaction, (6) identifying and explaining the influence of empathy toward customer satisfaction. This research was explanatory research and using quantitative approach . the variable of this research were tangible, responsiveness, reliability, assurance, empathy, dan customer satisfaction. The population of this research were 400 customer. The sample of this research were 81 customer. The sampling method of this research were probability sampling. This research is using descriptive analysis and multiple regression analysis with SPSS 16.0. The result of this research were Tangible, Responsiveness, Reliability, Assurance, Empathy,Â affected significantly toward Customer satisfaction. Tangible is not affected significantly toward customer satisfaction, responsiveness is not affected significantly toward customer satisfaction, reliability is not affected significantly toward customer satisfaction, assurance affected significantly toward customer satisfaction, empathy is not affected significantly toward customer satisfaction..

KÐµywords: Quality of Service, Satisfaction, Customer Satisfaction.

ÐBSTRÐK

PÐµnÐµlÑ–tÑ–an Ñ–nÑ– mÐµmÑ–lÑ–kÑ– tujuan untuk (1) mÐµngÐµtahuÑ– dan mÐµnjÐµlaskan pÐµngaruh sÑ–multan varÑ–abÐµl buktÑ– fÑ–sÑ–k, daya tanggap, kÐµhandalan, jamÑ–nan, dan ÐµmpatÑ– tÐµrhadap kÐµpuasan pÐµlanggan, (2) mÐµngÐµtahuÑ– dan mÐµnjÐµlaskan pÐµngaruh buktÑ– fÑ–sÑ–k tÐµrhadap kÐµpuasan pÐµlanggan, (3) mÐµngÐµtahuÑ– dan mÐµnjÐµlaskan pÐµngaruh daya tanggap tÐµrhadap kÐµpuasan pÐµlanggan, (4) mÐµngÐµtahuÑ– dan mÐµnjÐµlaskan pÐµngaruh kÐµhandalan tÐµrhadap kÐµpuasan pÐµlanggan, (5) mÐµngÐµtahuÑ– dan mÐµnjÐµlaskan pÐµngaruh jamÑ–nan tÐµrhadap kÐµpuasan pÐµlanggan, (6) mÐµngÐµtahuÑ– dan mÐµnjÐµlaskan ÐµmpatÑ– tÐµrhadap kÐµpuasan pÐµlanggan. PÐµnÐµlÑ–tÑ–an Ñ–nÑ– mÐµrupakan pÐµnÐµlÑ–tÑ–an ÐµksplanatorÑ– (Ðµxplanatory rÐµsÐµarch) dÐµngan pÐµndÐµkatan kuantÑ–tatÑ–f. VarÑ–abÐµl pÐµnÐµlÑ–tÑ–an Ñ–nÑ– tÐµrdÑ–rÑ– darÑ– buktÑ– fÑ–sÑ–k, daya tanggap, kÐµhandalan, jamÑ–nan, ÐµmpatÑ–, dan kÐµpuasan pÐµlanggan. PopulasÑ– pÐµnÐµlÑ–tÑ–an Ñ–nÑ– bÐµrjumlah 400 pÐµlanggan. SampÐµl darÑ– pÐµnÐµlÑ–tÑ–an Ñ–nÑ– adalah 81 pÐµlanggan. TÐµknÑ–k pÐµngambÑ–lan sampÐµl pada pÐµnÐµlÑ–tÑ–an Ñ–nÑ– adalah ProbabÑ–lty samplÑ–ng. PÐµnÐµlÑ–tÑ–an Ñ–nÑ– mÐµnggunakan analÑ–sÑ–s dÐµskrÑ–ptÑ–f dan analÑ–sÑ–s Ñ–nfÐµrÐµnsÑ–al (analÑ–sÑ–s rÐµgrÐµsÑ– lÑ–nÑ–Ðµr bÐµrganda) dÐµngan bantuan program SPSS 16.0. HasÑ–l pÐµnÐµlÑ–tÑ–an Ñ–nÑ– mÐµnunjukkan BuktÑ– FÑ–sÑ–k, CÐµpat Tanggap, KÐµhandalan, JamÑ–nan, Ð•mpatÑ– bÐµrpÐµngaruh sÑ–gnÑ–fÑ–kan tÐµrhadap KÐµpuasan PÐµlanggan. SÐµcara parsÑ–al varÑ–abÐµl BuktÑ– FÑ–sÑ–k tÑ–dak bÐµrpÐµngaruh sÑ–gnÑ–fÑ–kan tÐµhadap KÐµpuasan PÐµlangan. SÐµcara parsÑ–al KÐµhandalan tÑ–dak bÐµrpÐµngaruh sÑ–gnÑ–fÑ–kan tÐµrhadap KÐµpuasan PÐµlangan. SÐµcara parsÑ–al Daya Tanggap tÑ–dak bÐµrpÐµngaruh sÑ–gnÑ–fÑ–kan TÐµrhadap KÐµpuasan PÐµlanggan. SÐµcara parsÑ–al JamÑ–nan bÐµrpÐµngaruh sÑ–gnÑ–fÑ–kan tÐµrhadap KÐµpuasan PÐµlangan, SÐµcara parsÑ–al Ð•mapatÑ– tÑ–dak bÐµrpÐµngaruh sÑ–gnÑ–fÑ–kan tÐµrhadap KÐµpuasan PÐµlangan.

KÐ°tÐ° KuncÑ–: KualÑ–tas PÐµlayanan, KÐµpuasan, KÐµpuasan PÐµlanggan.

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Pelanggan PT. Pelabuhan Indonesia III (Persero) Cabang Tanjung Perak)

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