PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus Di Toko Nurhalimis Pasar Minggu Bengkulu)

Sidik, Maulana and Sularsih, Anggarawati (2012) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus Di Toko Nurhalimis Pasar Minggu Bengkulu). Undergraduated thesis, Fakultas Ekonomi UNIB.

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Abstract

The objective of this research is to analyze the influence of services quality toward customer satisfaction at Nurhalimis Shop Pasar Minggu Bengkulu. This Research represent type research of survey that is research taking sample from a population using questioner as compiler of the data. Data type the used is primary data which taken by questioner and secondary data which taken from the information and reference which relevant. Population in research are all customers of Nurhalimis Shop Pasar Minggu Bengkulu. Method intake of sample used is accidental sampling. The method of data analysis was used descriptive and multiple regression analysis. Pursuant to result of data analysis obtained result of that is: (1) the variable of reliability, assurance, tangible, empathy, and responsiveness have an effect on significant toward customer satisfaction of Nurhalimis Shop Pasar Minggu Bengkulu. This matter proved with value of t-count bigger than t-table; and 2) the most dominant variable of its influence toward customer satisfaction is responsiveness variable.

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