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Abstract

Tujuan penelitian ini adalah untuk menguji serta mengetahui bagaimana pengaruh kualitas layanan (bukti fisik, keandalan, daya tanggap, jaminan, empati) terhadap kepuasan pelanggan pada bengkel PT Hadji Kalla. Jenis penelitian yang digunakan adalah dengan pendekatan kuantitatif. Populasi dalam penelitian ini adalah seluruh pelanggan pada bengkel PT. Hadji Kalla cabang Serui Makassar. Adapun jumlah sampel yang digunakan sebanyak 50 responden yang ditentukan berdasarkan formulasi slovin. Sumber data yang digunakan adalah data primer yang diperoleh dari hasil pengisian kuesioner oleh para responden. Metode analisis data yang akan dilakukan terdiri dari analisis statistik deskriptif, uji validitas, uji reliabilitas, serta pengujian hipotesis melalui analisis regersi linear berganda, uji t uji f dan uji koefisien determinasi. Hasil penelitian ini secara parsial menunjukkan bahwa bukti fisik, dan empati, berpengaruh positif dan signifikan terhadap kepuasan pelanggan, sedangkan keandalan, daya tanggap dan jaminan berpengaruh tidak signifikan terhadap kepuasan pelanggan. Hasil penelitian secara simultan menunjukkan bahwa bukti fisik, keandalan, daya tanggap, jaminan, empati secara bersama-sama memiliki pengaruh signifikan terhadap kepuasan pelanggan.

Keywords

bukti fisik; keandalan; daya tanggap; jaminan; empati; kepuasan pelanggan.

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This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Haris , A. . (2023). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan. Economics and Digital Business Review, 4(2), 334–348. https://doi.org/10.37531/ecotal.v4i2.591
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