ZAHRO, MALIKUZ (2023) PENGARUHSERVICEQUALITYTERHADAPTINGKATKEPUASANKONSUMENDIOLYMPUSPOOL&CAFE MALANG. Masters thesis, UNIVERSITAS MA CHUNG.
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Abstract
This research was conducted to determine the effect of service quality consisting of tangible, reliability, responsiveness, assurance, and empathy on the level of
customer satisfaction at the Olympus Pool & Cafe Malang. This type of research uses a quantitative approach. Sampling using purposive sampling technique of 100 respondents with the criteria of respondents who had been consumers at the Olympus Pool & Cafe. Data obtained through online questionnaires. Based on the results of the study, it shows that the variables tangible, reliability,
responsiveness, assurance, and empathy simultaneously have a significant effect on the level of customer satisfaction with an Fcount test value of 31,409 > Ftable
2,467 with a significance of 0.000 <0.05. Based on the results of the t test, it can be concluded that the tangible, reliability, and empathy variables have a
significant effect on the level of customer satisfaction, while the responsiveness variable has a t test value of 0.424 <1.985 and a significance of 0.673 > 0.05 and
an assurance value of t test 0.371 <1.985 and a significance of 0.711 > 0.05, it can be stated that it has no significant effect on the level of customer satisfaction.
Tangible, reliability, responsiveness, assurance, and empathy affect the level of customer satisfaction by 60.6%, while the remaining 39.4% is influenced by
other variables not discussed in this study.
Keywords : Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction Level.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | TUGAS AKHIR |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Ekonomi dan Bisnis > S1 Manajemen |
| Depositing User: | Surya |
| Date Deposited: | 25 Oct 2024 02:04 |
| Last Modified: | 25 Oct 2024 02:04 |
| URI: | http://repository.machung.ac.id/id/eprint/225 |
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