Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada SPBU Zacky Muhammad Pekanbaru
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Institusion
Universitas Islam Riau
Author
Abdi, Paki Abror
Subject
HD28 Management. Industrial Management
Datestamp
2022-04-18 09:55:06
Abstract :
The purpose of this study was to determine and analyze the effect of service quality on customer satisfaction at SPBU Zacky Muhammad Pekanbaru. The sample in the study was 100 respondents. The research technique uses the incidental sampling technique. The research data were obtained from questionnaires (primary), literature study and direct interviews with related parties according to the research objectives. The analysis technique used the instrument test, simple linear regression with hypothesis testing, namely the t test (partial) and determination R². The results showed that partially service quality has a positive and significant effect on customer satisfaction at Zacky Muhammad SPBU with t count 11.044> t table 1.660. Meanwhile, the contribution made to the research obtained a value of 0.552 or 55.2%.
The purpose of this study was to determine and analyze the effect of service quality on customer satisfaction at SPBU Zacky Muhammad Pekanbaru. The sample in the study was 100 respondents. The research technique uses the incidental sampling technique. The research data were obtained from questionnaires (primary), literature study and direct interviews with related parties according to the research objectives. The analysis technique used the instrument test, simple linear regression with hypothesis testing, namely the t test (partial) and determination R². The results showed that partially service quality has a positive and significant effect on customer satisfaction at Zacky Muhammad SPBU with t count 11.044> t table 1.660. Meanwhile, the contribution made to the research obtained a value of 0.552 or 55.2%.
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