Analisis Pengaruh Faktor-Faktor Kualitas Layanan Terhadap Kepuasan Konsumen Di PT. Sinar Sosro Gresik

Abstract

The data used in this study are primary data obtained by distributing questionnaires to consumers of PT. Sinar Sosro Gresik. The sample selection method used in this study is probability sampling, which is selecting samples randomly. The sampling technique uses Simple Random Sampling, which is a simple random sample selection method that provides an equal opportunity that is unlimited for each element of the population to be selected as a sample. In multiple regression testing simultaneously using the F test shows a real and simultaneous influence between the independent variables and the dependent variables, as evidenced by the F count value of 24.1931> F table 2.31. Partially, the Tangible variable (X1) has a real effect on Consumer Satisfaction (Y) with a t count value of 5.7178> t table 1.9855. Partially, the Reliability variable (X2) has a real effect on Consumer Satisfaction (Y) with a t count value of 3.4895> t table 1.9855. Partially, the Responsiveness variable (X3) has a significant effect on Consumer Satisfaction (Y) with a t-value of 3.6104 > t-table 1.9855. Partially, the Assurance variable (X4) has a significant effect on Consumer Satisfaction (Y) with a t-value of 3.7690 > t-table 1.9855. Partially, the Empathy variable (X5) has a significant effect on Consumer Satisfaction (Y) with a t-value of 2.9052 > t-table 1.9855