KONTRIBUSI KUALITAS PELAYANAN DAN DISTRIBUSI TERHADAP KEPUASAN PELANGGAN (Pada Auto 2000, Pasar Kemis)
DOI:
https://doi.org/10.31000/combis.v2i1.3110Abstrak
Tujuan dari penelitian ini untuk mengetahui kontribusi kualitas pelayanan dan distribusi terhadap kepuasan pelanggan pada Auto 2000,cabang Pasar Kemis. Kualitasa pelayanan dan distribusi sebagai indepedent variable dan kepuasan pelanggan sebagai dependent variable. Penelitian ini menggunakan sampel sebanyak 90 responden dengan teknik probability sampling pada konsumen Auto 2000. Data yang diperoleh dengan membagikan kuesioner. Metode analisis yang digunakan adalah analisis regresi berganda, korelasi berganda, koefisien determinasi dan untuk menentukan hipotesis menggunakan uji t dan uji F. Hasil perhitungan secara parsial diperoleh untuk kualitas pelayanan thitunglebih besar dari ttabeladalah 9,528 Â > 1,98761, distribusi thitunglebih besar dari ttabeladalah 5,478 Â > 1,98761. Artinya bahwa secara parsial kualitas pelayanan dan distribusi berpengaruh signifikan terhadap kepuasan pelanggan. Dan hasil uji secara simultan diperoleh Fhitunglebih besar dari Ftabeladalah 53,338 Â > 3,10. Artinya bahwa kualitas pelayanan dan distribusi secara bersama-sama berpengaruh terhadap kepuasan pelanggan pada Auto 2000, Cabang Pasar Kemis.
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Kata kunci : Kualitas Pelayanan, Distribusi, dan Kepuasan Pelanggan
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