TA DIGITAL
Pengaruh kualitas pelayanan terhadap kepuasan pelanggan era (emergency roadside assistance) pada PT Astra international Tbk Divisi Astraworld Semarang
This is study about the effect of service quality to customer satisfaction as measured from the dimensions of service quality that includes a tangible, reliability, responsiveness, assurance, and empathy for customer satisfaction at PT Astra International Tbk Division Astraworld Semarang.
The purpose of the study is to analyze the influence of reliability, responsiveness, assurance, empathy and tangible on customer satisfaction. The methods of collecting data are observation, interview and questionnaire.
The result of this research show that 1) Reliability, responsiveness, assurance, empathy, and tangible variables gave significant influence toward the customer satisfaction at PT Astra. It shows by the calculation of t number was bigger than T table: 2) According to F test, the writer got the calculation of F which was 57.580 bigger than F table 2,31 Which means that reliability, responsiveness, assurance empathy, and tangible variable influences the customer satisfaction at PT Astra. 3) The result of determination coefficient (R square) are 0.754 or 75.4% of increasing customers satisfaction are influenced by the service quality which consists if reliability, responsiveness, assurance, empathy and tangible. Whereas the other 24.6% was influenced by other variable which are not observed by the writer.
It can be concluded that reliability (X1), assurance (X3), empathy (X4), tangible (X5) significantly influence customer satisfaction, only the variable responsiveness (X2) as well but no significant effect on customer satisfaction, PT Astra International Tbk Division Semarang Astraworld can be seen from the results of the t test that is equal to 0.238 which is more than 0.05.
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