| dc.contributor.author | JAYADI PUTRA, SUKMAN | |
| dc.date.accessioned | 2018-10-22T04:04:56Z | |
| dc.date.available | 2018-10-22T04:04:56Z | |
| dc.date.issued | 2018 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/22426 | |
| dc.description | Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh kualitas pelayanan yang terdiri dari tangible, reliability, responsiveness, assurance, dan emphaty terhadap kepuasan pelanggan Perusahaan Jasa Keselamatan dan Kesehatan Kerja (PJK3) PT. Centra Gama Indovisi. Metode penelitian yang digunakan adalah metode kuantitatif dengan jenis penelitian adalah studi kausal. Sampel penelitian ini berjumlah 86 yang diambil dengan metode probability sampling. Data dianalisis dengan analisa deskriptif dan regresi linier berganda.
Hasil penelitian menunjukkan bahwa keseluruhan variabel kualitas pelayanan (tangible, reliability, responsiveness, assurance, dan emphaty) berpengaruh signifikan terhadap kepuasan pelanggan PJK3 PT. Centra Gama Indovisi. Dari kelima variabel : tangible, reliability, responsiveness, assurance, dan emphaty yang memiliki pengaruh paling besar terhadap kepuasan pelanggan adalah reliability sebesar 36,1%
Kata kunci : Tangible, Reliability, Responsiveness, Assurance, Emphaty, Kepuasan Pelanggan | en_US |
| dc.description.abstract | This study aims to examine and analyze the effect of service quality consisting of tangible, reliability, responsiveness, assurance, and empathy on customer satisfaction of Occupational Safety and Health Services Company (PJK3) PT. Centra Gama Indovisi. The research method used is a quantitative method with the type of research is a causal study. This research sample amounted to 86 taken by probability sampling method. Data were analyzed by descriptive analysis and multiple linear regression.
The results showed that the overall variables of service quality (tangible, reliability, responsiveness, assurance, and emphaty) had a significant effect on customer satisfaction PJK3 PT. Centra Gama Indovisi. Of the five variables : tangible, reliability, responsiveness, assurance, and empathy which have the greatest influence on customer satisfaction is a reliability of 36.1%
Keywords: Tangible, Reliability, Responsiveness, Assurance, Emphaty, Customer Satisfaction | en_US |
| dc.language.iso | other | en_US |
| dc.publisher | MM UMY | en_US |
| dc.subject | Tangible | en_US |
| dc.subject | Reliability | en_US |
| dc.subject | Responsiveness | en_US |
| dc.subject | Assurance | en_US |
| dc.subject | Emphaty | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.title | PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PERUSAHAAN JASA KESELAMATAN DAN KESEHATAN KERJA PT. CENTRA GAMA INDOVISI | en_US |
| dc.type | Thesis | en_US |
