PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT DIPO STAR FINANCE CABANG GATOT SUBROTO
Abstract
Customer Satisfaction is one of the company’s goals as a condition of achieving customer loyalty to the products offered by the company. The higher level of customer satisfaction the higher level of customer loyalty to the company. Satisfaction can be achieved if the quality of service from the company can be felt by the customers.The purpose of this paper is to finding the relationship between quality of service wich asumted as independent variable toward the customer satisfaction wich asumted as dependent variable at PT Dipo Star Financ, Gatot Subroto Branch’s.This research method use the quantitative approach and takes 89 respondens. Collecting data field study and literature review. Analize Validation test, reliability test, simple regression linear test, correlation test, determination test and t Test.
Keyword:services quality, customer satisfaction
Customer Satisfaction is one of the company’s goals as a condition of achieving customer loyalty to the products offered by the company. The higher level of customer satisfaction the higher level of customer loyalty to the company. Satisfaction can be achieved if the quality of service from the company can be felt by the customers.The purpose of this paper is to finding the relationship between quality of service wich asumted as independent variable toward the customer satisfaction wich asumted as dependent variable at PT Dipo Star Financ, Gatot Subroto Branch’s.This research method use the quantitative approach and takes 89 respondens. Collecting data field study and literature review. Analize Validation test, reliability test, simple regression linear test, correlation test, determination test and t Test.
Keyword: services quality, customer satisfaction
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