Pengaruh Kualitas Pelayanan Menggunakan Metode Service Quality (Servqual) Terhadap Konsumen Toko Sepatu Bata Tuban 45
Keywords:
kualitas pelayanan, metode servqual kepuasan konsumenAbstract
The purpose of this study was to determine the level of service quality at the Bata Tuban 45 shoe store and to determine the effect of service quality using the Servqual method on customer satisfaction at the Bata Tuban 45 shoe store partially. The approach used in this study is a quantitative approach using descriptive analysis research. The population in this study were all consumers of the Bata Tuban 45 shoe store totaling 1000 and the sample used in the study used the slovin formula method by taking a sample of 42 consumers. Data collection techniques in this study used a questionnaire (questionnaire). The research instrument used was the Likert scale method. As well as data analysis techniques in this study using Servqual Method analysis and Simple Linear Regression Test, t test and Coefficient of Determination. The results of this study using the Servqual method show that expectations (H) can be fulfilled by the Bata Tuban 45 shoe store with the acquisition of values for each dimension (1.056) for the direct/physical evidence dimension, (0.64) for the empathy dimension, (0.34) for the dimension of reliability, (-0.8) for the dimension of responsiveness, and (0.404) for the dimension of assurance. As for using statistical calculations through the application of Statistical Package for the Social Science (SPSS) version 23 shows that the t value for the service quality variable (X) t count is greater than t table (4.835 > 2.021) and a significance value of 0.000 < 0.05 So this shows that the service quality variable has a positive and significant partial effect on customer satisfaction at the Tuban 45 brick shoe shop.
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