ANALYSIS OF THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION DURING THE COVID-19 PANDEMIC ( Studi kasus Swalayan Bravo Jombang)

SAIQU, MOCHMMAD SAIQU AMRULLOH (2021) ANALYSIS OF THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION DURING THE COVID-19 PANDEMIC ( Studi kasus Swalayan Bravo Jombang). Other thesis, UNIVERSITAS DARUL ULUM JOMBANG.

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Abstract

The purpose of this study is to determine the analysis of the effect of service
quality on customer satisfaction at Bravo Jombang supermarkets, both
simultaneously and partially and to find out which independent variables have a
significant effect on customer satisfaction at Bravo Jombang supermarkets.
The type of research used in this study was the questionnaire method and the
number of samples in this study was 100 respondents. The sampling technique
was obtained by using the snowball sampling method. The data sources use
primary data and secondary data, namely literature and the internet. While the
data analysis technique used in this study is quantitative analysis using analysis
through the SPSS program.
The results of the study based on multiple linear regression analysis using the F
test, it can be concluded that the service quality variable has a simultaneous
influence on customer satisfaction at Bravo Jombang supermarkets. The results of
the T test can be concluded that the service quality variable has a partial effect on
customer satisfaction. It was found that the variables tangibels, reliability,
responsives, assurance, and empathy had a significant effect on customer
satisfaction at Bravo Jombang supermarkets.

Item Type: Thesis (Other)
Uncontrolled Keywords: Keywords: Service Quality, Tangible, Realibility, Responsivenees, Assurancee, and Empathy, Consumer Satisfaction.
Subjects: H Social Sciences > HG Finance
H Social Sciences > HJ Public Finance
University Structure > Fakultas Ekonomi > Manajemen
University Structure > Fakultas Ekonomi > Manajemen
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: MOCHAMAD SAIQU AMRULLOH
Date Deposited: 28 Oct 2021 06:10
Last Modified: 28 Oct 2021 06:10
URI: http://repository.undar.ac.id/id/eprint/2013

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