HUBUNGAN ANTARA KUALITAS PELAYANAN DAN BUDAYA ORGANISASI DENGAN KEPUASAAN PELANGGAN

Authors

  • Yerita Fath Pengembangan pelayanan ekonomi kerakyatan
  • Angga Rovita Universitas Pamulang

DOI:

https://doi.org/10.32493/frkm.v2i1.3413

Abstract

Tujuan penelitian ini untuk mengetahui hubungan antara Kualitas Pelayanan dan Budaya Organisasi dengan Kepuasan Pelanggan. Populasi peneltian adalah guru-guru SMP Negeri Kecamatan Serpong, Kota Tangerang Selatan, dengan sample 80 orang dipilih secara random sampling.Jenis penelitian adalah riset survey dengan teknik pengumpulan data menggunakan instrumen yang berbentuk angket. Diuji melalui  koefesien hubungan dengan memakai korelasi Product Moment sedangkan rangkaian pengujian diawali dengan uji validitas butir pernyataan dengan memakai rumus Product moment sedangkan koefisien realibilitas instrument dihitung dengan rumus Alpha Cronbach. Uji persyaratan analisis dilakukan   normalitas data sampling dengan uji Liliefors dan homogenitas varian populasi dengan uji Barlett. Analisis data menggunakan teknik korelasi sederhana, korelasi parsial dan korelasi ganda. Hasil penelitian menemukan bahwa: Pertama, terdapat hubungan positif antara Kualitas Pelayanan dengan Kepuasan Pelanggan dengan koefisiien korelasi  hubungan signifikan dari ttabel =  9,40.  Kedua, terdapat hubungan positif antara Budaya Organisasi dengan Kepuasan Pelanggan dengan koefisiien korelasi  hubungan signifikan dari ttabel =  9,74. Ketiga, terdapat hubungan positif antara Kualitas Pelayanan (X1) dan Budaya Organisasi (X2) secara bersama-sama dengan Kepuasan Pelanggan (Y) dengan koefisien korelasi hubungan signifikan Ftabel = 64,33.

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Published

2018-11-01

Issue

Vol. 2 No. 1 (2018): JIMF (JURNAL ILMIAH MANAJEMEN FORKAMMA)

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