Pengaruh Kualitas Layanan dan Lokasi terhadap Kepuasan Pelanggan (Studi Kasus pada Pelanggan Barang Bekas di Bungkus Jaya Bekasi)

Kusnadi, Kusnadi (2020) Pengaruh Kualitas Layanan dan Lokasi terhadap Kepuasan Pelanggan (Studi Kasus pada Pelanggan Barang Bekas di Bungkus Jaya Bekasi). Sarjana (S1) thesis, STIE Tri Bhakti.

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Abstract

This study is entitled "The Effect of Service Quality, and Price on Customer Satisfaction (Case Study of Secondhand Goods Customers in Bekasi Jaya Wrap)". Bungkus Jaya is one of the business of collecting used goods or buying and selling used goods. Bungkus Jaya itself is located on Jalan Pengasinan Raya II No.51 Rawa Lumbu Bekasi. The purpose of this study was to determine the effect of service quality and price on customer satisfaction of used goods in Bungkus Jaya Bekasi. This type of research used in this study is quantitative, the population in this study is the entire customer of used goods in Bungkus Jaya Bekasi. Sampling follows the Rosco theory of 5 times the number of indicators that get the results of 65 respondents. The variables used are 3 variables, namely Service Quality (X1), Price (X2), and Customer Satisfaction (Y). The analytical method used and the stages in the test are the validity, reliability, normality, classical assumptions, multiple linear regression analysis, hypothesis testing and multiple coefficients. Hypothesis testing using the t test shows that the two variables studied were found to partially influence the dependent variable of customer satisfaction. Then through the F test it can be seen that the variable service quality and price significantly influence the dependent variable customer satisfaction. Figures Adjusted R Squre is 0.794 which means that 79.4% while the remaining 20.6% is predicted by other variables not included in this study.

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