Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/21590
Full metadata record
DC FieldValueLanguage
dc.contributor.advisorKhairuddin-
dc.contributor.authorDachi, Irdian Hamonangan-
dc.date.accessioned2023-10-20T04:08:15Z-
dc.date.available2023-10-20T04:08:15Z-
dc.date.issued2023-09-
dc.identifier.urihttps://repositori.uma.ac.id/handle/123456789/21590-
dc.description52 Halamanen_US
dc.description.abstractTujuan dari penelitian ini yaitu untuk mengetahui apakah adanya pengaruh kualitas pelayanan terhadap kepuasan pelanggan pengguna jaringan internet First Media di Kecamatan Medan Helvetia. Pada penelitian ini menggunakan pendekatan kuantitatif dengan Teknik analisis regresi linear sederhana. Populasi dalam penelitian ini adalah para pengguna jaringan internet First Media yang mengeluh dengan jumlah populasi 132. Teknik pengambilan sampel dalam penelitian ini adalah menggunakan Teknik Simple Random Sampling. Adapun jumlah sampel dalam penelitian ini yaitu sebanyak 66 orang. Berdasarkan hasil analisis yang telah dilakukan dengan menggunakan tehnik regresi sederhana, diketahui bahwa terdapat pengaruh positif antara kualitas pelayanan terhadap kepuasan pelanggan yang dilihat dari persamaan regresi linear sederhana Y= 9,847 + 0,790 X yang artinya ada pengaruh positif antara kualitas pelayanan terhadap kepuasan pelanggan. Begitu juga dengan nilai koefisien determinan (R2) yang memiliki nilai 0,783 nilai ini setara dengan 78,3% artinya bahwa kualitas pelayanan tersebut berkontribusi sekitar 78,3% terhadap kepuasan pelanggan. Pada penelitian ini hasil dari kualitas pelayanan dinyatakan positif dilihat dari hasil nilai rata-rata empirik yang diperoleh sebesar 53,53 lebih kecil dari nilai hipotetik 62,5. Selanjutnya kepuasan pelanggan dinyatakan tinggi dilihat dari nilai rata-rata empirik yang diperoleh sebesar 52,15 lebih kecil dari nilai hipotetik yaitu 60. The purpose of this study is to determine whether there is an influence of service quality on customer satisfaction of First Media internet network users in Medan Helvetia District. In this study using a quantitative approach with a simple linear regression analysis technique. The population in this study were users of the First Media internet network who complained with a total population of 132 people. The sampling technique in this study was using the Simple Random Sampling Technique. The number of samples in this study were 66 people. Based on the results of the analysis that has been carried out using simple regression techniques, it is known that there is a positive influence between service quality on customer satisfaction as seen from the simple linear regression equation Y = 9.847 + 0.790 X, which means that there is a positive influence between service quality on customer satisfaction. So are with the value of the determinant coefficient (R2), which has a value of 0.783, this value is equivalent to 78.3%, meaning that the quality of service contributes around 78.3% to customer satisfaction. In this study the results of service quality were stated to be positive, seen from the results of the empirical average value obtained at 53.53, which is less than the hypothetical value of 62.5. Furthermore, customer satisfaction is stated to be high in terms of the empirical average value obtained at 52.15 which is smaller than the hypothetical value of 60.en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.relation.ispartofseriesNPM;198600232-
dc.subjectkualitas pelayananen_US
dc.subjectkepuasan pelangganen_US
dc.subjectservice qualityen_US
dc.subjectcustomer satisfactionen_US
dc.titlePengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pengguna Jaringan Internet First Media di Kecamatan Medan Helvetiaen_US
dc.title.alternativeThe Influence of Service Quality on Customer Satisfaction of First Media Internet Network Users in Medan District Helvetiaen_US
dc.typeThesisen_US
Appears in Collections:SP - Psychology

Files in This Item:
File Description SizeFormat 
198600232 - Irdian Hamonangan Dachi Fulltext.pdfCover, Abstract, Chapter I, II, III, V, Bibliography1.88 MBAdobe PDFView/Open
198600232 - Irdian Hamonangan Dachi Chapter IV.pdf
  Restricted Access
Chapter IV395.15 kBAdobe PDFView/Open Request a copy


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.