ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN DALAM BERBELANJA DI GIANT SUN CITY SIDOARJO

DESYA , RISQITA (2013) ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN DALAM BERBELANJA DI GIANT SUN CITY SIDOARJO. Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.

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Abstract

Based on preliminary research has been done on Giant Sun City Sidoarjo ,it can be concluded that the Giant Sun City Sidoarjo faced with a decrease in the number of customers problems. This is evident from the data on the number of customers during the month of January 2012 - August 2013 there has been instability on sale at Giant Sun City Sidoarjo and there has been a tendency of increase in the number of consumer complaints. This study aims to determine the effect of service quality on customer satisfaction in shopping at Giant Sun City Sidoarjo. The data used in this study is primary data obtained by distributing questionnaires to consumers who are buying in Giant Sun City Sidoarjo. The population in this study are all consumers who have purchased at Giant Sun City Sidoarjo. Samples obtained from the calculation using the formula that results are unknown Populations of 96 respondents. Sampling technique using non-probability sampling technique rather purposive sampling that the sample selection is based on certain considerations, ie at least 18 years old and has previously respondents shopping at Giant Sun City Sidoarjo. Further analysis technique used is multiple linear regression statistical test F test and t test. From the results of calculations using the F test can be seen that there is influence between quality of service (X) which consists of Tangible (X),Reliability (X2), Responsiveness (X3), Assurance (X4), and Emphaty (X) simultaneously (concurrently) to customer satisfaction (Y) in shopping at Giant Sun City Sidoarjo, then by using the t test can be seen that there is influence between quality of service (X) which consists of Tangible (X1), Reliability (X),Responsiveness (X3), Assurance (X4), and Emphaty (X5) partially on customer satisfaction (Y) in shopping at Giant Sun City Sidoarjo Key Word: Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X), Emphaty (X5), dan Customer Satisfaction (Y)

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