Open AccessPENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PERCETAKAN RUBY PRINTING
Author(s) -
Octa Nilam Lukkita,
Yeni Agustina
Publication year - 2021
Publication title -
smart management journal/smart management journal
Language(s) - English
Resource type - Journals
eISSN - 2798-3781
pISSN - 2746-0932
DOI - 10.53990/smj.v1i1.25
Subject(s) - customer satisfaction , likert scale , empathy , reliability (semiconductor) , sample (material) , population , test (biology) , psychology , scale (ratio) , business , marketing , social psychology , medicine , geography , developmental psychology , power (physics) , physics , paleontology , cartography , environmental health , quantum mechanics , biology , chemistry , chromatography
This study aims to investigate: (1) the effect of reliability on customers’ satisfaction, (2) the effect of responsiveness on customer satisfaction, (3) the effect of assurance on customer satisfaction, (4) the effect of empathy on customer satisfaction, (5) the effect of tangibles on customer satisfaction, and (60 the effects of reliability, responsiveness, assurance, empathy and tangible on customer satisfaction. This was a quantitative study. The research setting was Ruby Printing Bekasi, the research population comprised customers Ruby Printing. The research sample was selected using Lameshaw, resulting in 96,4 rounded to 100. The data collecting technique was a closed questionnaire with answer alternatives using the Likert Scale. The analysis technique was multiple linear regression analysis using F-test and t-test.