PENGARUH KUALITAS PELAYANAN HAVENSTAR GO TERHADAP KEPUASAN KONSUMEN (ANALISIS REGRESI SEDERHANA PADA ANGGOTA GRUP ORDER HAVENSTAR GO)

Nahla Himmatun Nadzifah, NIM.: 17107030094 (2022) PENGARUH KUALITAS PELAYANAN HAVENSTAR GO TERHADAP KEPUASAN KONSUMEN (ANALISIS REGRESI SEDERHANA PADA ANGGOTA GRUP ORDER HAVENSTAR GO). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This research was conducted to determine the magnitude of the influence of Havenstar GO service quality on customer satisfaction. Customer satisfaction is the customer's response to the difference between the expectations made by customers and the actual performance that is felt after using a product or service. One of the factors that determine customer satisfaction is customer perception of service quality which focuses on 5 dimensions, namely reliability, responsiveness, assurance, empathy, and tangibles. The theory used in this study is marketing communications related to service quality. This study uses a quantitative descriptive and survey method approach. The data collection technique used was by distributing questionnaires with 81 respondents from members of the Havenstar GO order group. The sampling technique of this study used non-probability sampling, purposive sampling. The result of this study is that Havenstar GO service quality has an influence on customer satisfaction with a significance value of 0.001, which is Sig.<0.1 and the coefficient of determination is 0.134. The conclusion of this study is that Havenstar GO service quality has a small influence on customer satisfaction by 13.4% and 86.6% customer satisfaction is influenced by other variables.

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