Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Konsumen Layanan Indihome Di Makassar

Authors

  • Sri Rahmi Rahayu Institut Teknologi dan Bisnis Nobel Indonesia
  • Fitriani Latief Institut Teknologi dan Bisnis Nobel Indonesia
  • Nurkhalik Wahdanial Asbara Institut Teknologi dan Bisnis Nobel Indonesia

DOI:

https://doi.org/10.37476/nmar.v2i3.2188

Keywords:

Keandalan, Daya Tanggap, Empati, Jaminan , tangible dan Kepuasan, Reliability, Responsiveness, Emphaty, Assurance, Tangible and Satisfaction

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh variabel kualitas pelayanan yang meliputi : Realibility (Keandalan), Responsiveness (Daya Tanggap), Emphaty (Empati), Assurance (Jaminan), dan tangible (Bukti Fisik) baik secara parsial maupun simultan. Metode penelitian ini yaitu kuantitatif. Data penelitian ini diperoleh dari kuesioner (primer) dengan mengambil responden sebanyak 100 pengguna Indihome. Pada hasil uji validitas dan reliabilitas, semua pernyataan yang ada didalam kuesioner dinyatakan valid dan reliable sehingga layak dimasukkan dalam pengujian selanjutnya. Uji t (parsial) diperoleh hasil bahwa Realibility (Keandalan), Responsiveness (Daya Tanggap), Emphaty (Empati), Assurance  (Jaminan), dan tangible (Bukti Fisik) berpengaruh positif dan signifikan secara parsial terhadap kepuasan konsumen layanan Indihome. Uji F (Simultan) diperoleh hasil bahwa Realibility (Keandalan), Responsiveness (Daya Tanggap), Emphaty (Empati), Assurance (Jaminan), dan tangible (Bukti Fisik) berpengaruh positif dan signifikan secara simultan terhadap kepuasan konsumen layanan Indihome.

 

This study aims to analyze the effect of service quality which incule : Reliability, Responsiveness, Emphaty, Assurance and Tangible either partially or simultaneously. This research method is quantitative. The research data were obtained from a questionnaire (primary) by taking respondents as many as 100 Indihome User. In the result of the validity and reliability test, all statements ini the questionnaire are declared valid and reliable so they deserve to be included in further terting. t test (parcial) shows that Reliability, Responsiveness, Emphaty,Assurance dan Tangible have a positive and a significant effect partially Satisfaction of Indihome Services in Makassar F test (simultaneously) shows that Reliability, Responsiveness, Emphaty, Assurance dan Tangible have a positive and a significant effect simultaneously Satisfaction of Indihome Services in Makassar

References

Heizer, Jay and Render Barry, (2015), Manajemen Operasi : Manajemen Keberlangsungan dan Rantai Pasokan, edisi 11, Salemba Empat,Jakarta.

Kotler, Philip and Kevin Lane Keller, 2016. Marketing Managemen, 15th Edition, Pearson Education,Inc.

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Philip Kotler, 2002, Manajemen Pemasaran, Edisi Millenium, Jilid 2, PT Prenhallindo, Jakarta

Bungin Burhan. 2009. Sosiologi Komunikasi. Jakarta: Kencana Prenada Media Group Danang, Sunyoto. 2012. Manajemen Sumber Daya Manusia. Jakarta.

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Published

2021-09-30

How to Cite

Rahayu, S. R., Latief, F., & Asbara, N. W. (2021). Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Konsumen Layanan Indihome Di Makassar. Nobel Management Review, 2(3), 370–380. https://doi.org/10.37476/nmar.v2i3.2188

Issue

Vol. 2 No. 3 (2021): Nobel Management Review

Section

Articles

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