Pengaruh Kualitas Pelayanan Terhadap Keputusan Pelanggan Depo Air Isi Ulang Berkah Fathan Samarinda (Studi Pada Mahasiswa Fakultas Ekonomi Universitas 17 Agustus 1945 Samarinda)

Haisby Windra Rizaldy Mashadi LCA Robin Jonathan2 Nurfitriani 3

Abstract


ABSTRACT

The purpose of this research is to know and analyze the effect of service quality, the customer’s decision water refill depot berkah fathan samarinda. The theory used in this research is service quality, reliability, responsiveness, Assurance, Empathy, physical evidence, and customer decisions.

This research was conducted at the Faculty Of Economics Universitas 17 Agustus 1945 Samarinda. The samples taken were one hundred respondents with a non-probality sampling method with sampling techniques using sampling purposive. Data colletion by distributing questionnaires by using a likert scale to measure each indicator analysis tools in research using multiple linear regression analysis  by using statistical program tools SPSS v23.

the results of this study indicate that the reliability variable does not significantly influence the customer's decision to refill drinking water depots berkah fathan samarinda, variable responsiveness does not significantly influence the customer's decision to refill drinking water depots berkah fathan samarinda, guarantee variable has a significant effect on the customer's decision to refill drinking water depots berkah fathan samarinda, Empathy variable has a significant effect on the customer's decision to refill drinking water depots berkah fathan samarinda, physical evidence variable significantly influence the customer's decision to refill drinking water depot berkah fathan samarinda. variable reliability, responsiveness, assurance, empathy, physical evidence together significantly influence the customer's decision to refill drinking water depots.

 


Keywords


Reliabbility,Responsiveness, Guarantee, Empathy,Physical Evidence, Customer Decisio

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