PENGARUH DIMENSI PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA USAHA AIR MINUM ISI ULANG MJ HEALTHY WATER DI SAMARINDA

Abstract

The objectives of this research are to find out and analyze: 1). The effect of tangible refill drinking water business Healthy Water in Samarinda, 2). The effect of Reliabilityonrefill drinking water business Healthy Water in Samarinda, 3). The effect of Responsiveness refill drinking water business Healthy Water in Samarinda, 4). The effect ofAssuranc erefill drinking water business Healthy Water in Samarinda, 5). The effect of Empathy on consumer satisfaction in the Mj Healthy Water in Samarinda, 6). The effect of physical evidence, reliability, responsiveness, assurance and empathy together on consumer satisfaction at the Mj Healthy Water in Samarinda.

This research was conducted in Samarinda. Samples were taken as many as 96 respondents with the Non Probability Sampling with purposive sampling technique. Collecting data by distributing questionnaires with a Likert scale to measure each indicator. The analysis tool in this study used multiple linear regression analysis using SPSS.

The results showed that 1). The tangible  variable has a significant effect on consumer satisfaction, 2). The reliability variable has a significant effect on customer satisfaction. 3). The responsiveness variable has a significant effect on consumer satisfaction, 4). The assurance variable has a significant effect on consumer satisfaction, 5). Empathy variable has a significant effect on consumer satisfaction, 6). The variables of physical evidence, reliability, responsiveness, assurance and empathy together have a significant effect on customer satisfaction.