Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen pada Apartemen Kalibata City Jakarta Selatan

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen pada Apartemen Kalibata City Jakarta Selatan

• By Shinta, Rahmi, Marlina; Kurniawan, Aris; Andayanti, Westri;
• Jurnal Nasional Tidak Terakreditasi
• 530
• 1-10

This study aims to determine the effect of service quality on customer satisfaction at Kalibata City Apartments, South Jakarta. The research method chosen was descriptive quantitative, with a tool using the SPSS version 24.0 application. Sampling uses purposive sampling method with a total sample of 99 respondents. Data collection techniques using questionnaires that have been tested for validity and reliability. From the results of regression analysts, the equation Y = 18,540 + 0,560 X can be obtained. The constant of 18,540 states that if there is no service performed by the company, then customer satisfaction is only 18,540. Regression coefficient X of 0.560 states that each addition of 1 unit of quality of service quality will increase customer satisfaction by 0.560. Test Results of the Correlation Coefficient (R) of 0.787 which means a strong relationship between the independent variables Waiter quality on the dependent variable Customer satisfaction satisfaction variables are influenced by service quality 78.7%, it is shown from the calculation of the Determination Coefficient (R2) of 0.619 or 61, 9%, meaning that consumer satisfaction is influenced by service quality of 61.9%. While the remaining 38.1% is influenced by other variables such as the prices of others which require further research.

• Katakunci Service Quality, Consumer Satisfaction
• URL http://journal.stie-kusumanegara.ac.id/index.php/managerial/article/view/75
• Penerbit Jurnal Managerial - CMED STIE Kusuma Negara, Jakarta Timur DKI Jakarta

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