Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan

Kriswandari, Eni, Drs. Harimurti Subanar

2007 | Skripsi | S1 Extention - Management

Intention this case study is to know there influence by simultant and influence which significant among all dimension of service quality with the worker satisfaction taking possession of kiosk of Artistic Market Gabusan Sewon Bantul. Population of this research is all worker taking possesion of kiosk at Artistic Market of Gabusan Bantul. Sampling Technique in this research is purposive of sampling and the sample taken by 100 responder. With the instrument in the form of quisioner in order to acquirement of primary data sekunder obtained from object of it self research. data gathered tested the validity and reliability, then analysed by regresion double linear, F test, t test, and determinant coefficient. Result obtained from regression test is Y = 2,790 + 1,213 X 1 + 0, 812 X2 + 0,612 X3 + 1, 069 X4 + 1, 020 X5 Form the coefficient knowable that all dimension of service quality have influence which are positive and significant to worker satisfaction while examination result from F test, addressing that F ( calculate ) bigger than F of table or ( 341,641 bigger than 2,3 n ), after with the t test ( test the regression partial ) where every dimension have the value + , tangible represent the higher value that is equel to 0, 948 ( 94,8 % ) inferential so that free variable in the case quality dimension have on effect on once to worker satisfaction at Artistic Market of Gabusan Sewon Bantul. Keyword : Service Quality, Tangible, Realibility Responsiveenes, Assurance, Empathy and Satisfaction.

Kata Kunci : Service Quality, Tangible, Realibility Responsiveenes, Assurance, Empathy and Satisfaction