Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen Mie Tek-Tek Salero Kito Medan.
Mie Tek Tek-Salero Kito is a kind of fast food serving processed foods madefrom noodles, beginning its development in Sibolga later developed by Mr. ImranEfdy Marbun, SE in March 2008 until now. Customer satisfaction is a feeling likeit or not a person to a product after comparing the achievement of products withexpectations. Apart from the price factor and the location or place that was quitedominant factor in influencing customer satisfaction is the quality of service. Thisstudy aims to analyze the influence of the quality of customer service reliability(reliability), responsiveness (responsiveness), insurance (assurance), empathy(empathy) and physical evidence (tangibles) to the satisfaction of consumer-MieTek Tek Salero Kito Medan.The research method used is descriptive analysis method and multiple linearregression, using a simultaneous significance test (test-F) and partial test (T-test)and the coefficient of determination (R2) using SPSS (Statistics Programme andSocial sciens) version 15.0 . The method of sampling by the method of purposivesampling and sampling as many as 97 respondents.Test results show that the quality of service (X) has a positive and significantinfluence on consumer satisfaction (Y) Mie Tek Tek-Salero Kito Medan withFcount value (42.203)> F table (2.6) with a significance level of 0.000 at 95%confidence level. Of the five independent variables, the variable reliability(reliability) is the most dominant of the other independent variables affectcustomer satisfaction-Mie Tek Tek Salero Kito field with the value ofstandardized coefficient of 3.802 with a significance level of 0.000. That is basedon the coefficient of determination of consumer satisfaction.
Year of publication: |
2011-08-25
|
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Authors: | Nasution, Mahyudin |
Other Persons: | Marhayanie (contributor) |
Subject: | Kepuasan Pelanggan | Kualitas Pelayanan (Reliability, Responsiveness, Assurance, Empathy, Tangibles) |
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