ANALISIS PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN (Studi Pada SPBU 44.594.10 Ds. Wedelan Kec. Bangsri, Jepara)

MARDIYANI, Mayang Septa and MUDIANTONO, Mudiantono (2013) ANALISIS PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN (Studi Pada SPBU 44.594.10 Ds. Wedelan Kec. Bangsri, Jepara). Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

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Abstract

Research was triggered by the increasment of competition in the Gas Station, which is characterized by the emergence of many Gas Station in recent years. Gas Station 44.594.10’s sales result decreased in the last two years, 2011 and 2012. The research was conducted at Gas Station 44.594.10. This study aimed to determine the effect of two variables, they are servis quality (X1) and facilities(X2) of customer satisfaction (Y) when buying at Gas Station 44.594.10. In this research, the data was collected by tools such as questionnaires given to 100 respondents, in order to determine respondent’s responses to each variable. The analysis used in this research includes validity test, reliability test, classic assumption test (normality test, multicolinearity test, heteroscedasticity test), multiple linear regression analysis and test of goodness of fit (F-test, t-test and the coefficient of determination). From the results of regression analysis can be known that variables of service quality, and location are all have positive effect on customer satisfaction when buying at Gas Station 44.594.10 in which service quality is the most influential variable on purchasing decisions, followed by facilities. The two variables influence for 34,8% on customer satisfaction. While the remaining 65,2% is influenced by other variables

Item Type:Thesis (Undergraduate)
Additional Information:Customer satisfaction, Service Quality, Facilities, Gas Station 44.594.10
Uncontrolled Keywords:Customer satisfaction, Service Quality, Facilities, Gas Station 44.594.10
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:40231
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:11 Oct 2013 14:10
Last Modified:14 Apr 2014 15:32

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