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Title: | Hubungan Kualitas Pelayanan dengan Kepuasan Konsumen pada AHASS Gajah Mada Medan |
Other Titles: | The Relationship between Service Quality and Consumer Satisfaction at AHASS Gajah Mada Medan |
Authors: | Agustia, Riani Dewi |
metadata.dc.contributor.advisor: | Siregar, Nurmaida Irawani |
Keywords: | kualitas pelayanan;kepuasan konsumen;service quality;consumer satisfaction |
Issue Date: | 18-Jan-2024 |
Publisher: | Universitas Medan Area |
Series/Report no.: | NPM;188600483 |
Abstract: | Penelitian ini bertujuan untuk mengetahui hubungan kualitas pelayanan dengankepuasan konsumen pada Ahass Gajah Mada Medan. penelitian ini merupakanpenelitian deskiptif verifikatif dengan pendekatan kuantitatif. sampel penelitian inisebanyak 60 konsumen. Jenis skala yang digunakan dalam pengukuran ini adalahskala likert. teknik pengumpulan data melalui kusioner tertutup Pada penelitian iniTeknik analisis data yang digunakan ialah product moment dari karl pearson yangdi olah dengan menggunakan bantuan SPSS (Statistic Packages For SocialScience. Hasil mean hipotetik dan mean empirik menunjukkan bahwa kualitaspelayanan berada pada kategori sedang dengan nilai rata-rata hipotetik sebesar 40dan nilai rata rata empirik sebesar 42,18. sedangkan kepuasan konsumen beradapada kategori sedang dengan nilai rata-rata hipotetik sebesar 25 dan nilai rata-rataempirik sebesar 30,06. hasil uji korelasi ini menunjukkan bahwa semakin tinggikualitas pelayanan yang diberikan ahass gajah mada maka semakin tinggi jugakepuasan konsumen pada ahass gajah mada, Sebaliknya semakin rendah kualitaspelayanan yang diberkan maka semakin rendah kepusan konsumen oleh sebab itu,hipotesis yang diajukan dalam penelitian ini dapat diterima. This research aims to determine the relationship between service quality and consumer satisfaction at Ahass Gajah Mada Medan. This research is descriptive descriptive research with a quantitative approach. The sample for this research was 60 consumers. The type of scale used in this measurement is the Likert scale. data collection technique through closed questionnaires. In this research, the data analysis technique used is product moment from Karl Pearson which was processed using SPSS (Statistical Packages For Social Science). The results of the hypothetical mean and empirical mean show that the quality of service is in the medium category with a hypothetical average value of 40 and an empirical average value of 42.18. Meanwhile consumer satisfaction is in the medium category with a hypothetical average value of 25 and an empirical average value of 30.06. The results of this correlation test show that the higher the quality of service provided by Ahass Gajah Mada, the The higher the consumer satisfaction with Ahass Gajah Mada. On the other hand, the lower the quality of service provided, the lower the consumer satisfaction. Therefore, the hypothesis proposed in this research could be accepted. |
Description: | 70 Halaman |
URI: | https://repositori.uma.ac.id/handle/123456789/23668 |
Appears in Collections: | SP - Psychology |
Files in This Item:
File | Description | Size | Format | |
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188600483 - Riani Dewi Agustia – Fulltext.pdf | Cover, Abstract, Chapter I, II, III, V, Bibliography | 1.71 MB | Adobe PDF | View/Open |
188600483 - Riani Dewi Agustia – Chapter IV.pdf Restricted Access | Chapter IV | 363.99 kB | Adobe PDF | View/Open Request a copy |
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