Article Sidebar

Submitted
Nov 23, 2022
Accepted
Feb 9, 2023
Published
Feb 9, 2023
Download
pdf
Statistic
Read Counter : 657 Download : 675

Main Article Content

Abstract

Quality encourages customers to establish a strong relationship with the company, while satisfaction is a fulfillment response from consumers which is determined by the customer's perception of product or service performance.


This research aims to determine the effect of service quality variables on customer satisfaction both simultaneously and partially as well as the independent variables that have a dominant effect on the dependent variable. As research objects are variables X1 tangible, X2 responsiveness, X3 assurance, X4 empathy and X5 reliability and customer satisfaction.


As a result, simultaneously there is a positive and significant influence of service quality variables on customer satisfaction, meaning that the better the service quality, the higher the customer. The t test shows that partially the tangible, responsiveness, assurance, empathy and reliability variables have a significant effect on customer satisfaction at PT. Tulungagung Property Management Railway.

Keywords

Service Quality, and Customer Satisfaction.

Article Details

Authors who publish with this journal agree to the following terms:

  1. Copyright on any article is retained by the author(s).
  2. The author grants the journal, right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work’s authorship and initial publication in this journal.
  3. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
  4. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
  5. The article and any associated published material is distributed under the Creative Commons Attribution-ShareAlike 4.0 International License
How to Cite
Nurani, Annisa Sulihandini, & Ade Cahyo Wicaksono. (2023). ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN: (Studi Kasus Pada PT. Kereta Api Property Manajemen Tulungagung). BEMJ : Business, Entrepreneurship, and Management Journal, 1(2), 67-78. https://doi.org/10.36563/bemj.v1i2.614

References

  1. Halim, Fitria et al. 2021. Manajemen Pemasaran Jasa. Yayasan Kita Menulis.
  2. Indrasari, Meithiana. 2019. PEMASARAN DAN KEPUASAN PELANGGAN: Pemasaran Dan Kepuasan Pelanggan. Unitomo Press.
  3. Kotler, Philip. 2018. “Manajemen Pemasaran Edisi 13 Jilid 1.”
  4. Kurniawan, Aan, and Muhammad Subkhan. 2018. “Analisis Pengaruh Kualitas Pelayanan PT Kereta Api Indonesia (PT KAI) Terhadap Kepuasan Konsumen Pada Kereta Api Kelas Eksekutif Taksaka.”
  5. Lupiyoadi, Rambat. 2018. “Manajemen Pemasaran Jasa.”
  6. Normasari, Selvy, Srikandi Kumadji, and Andriani Kusumawati. 2013. “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan, Citra Perusahaan Dan Loyalitas Pelanggan.” Jurnal Administrasi Bisnis (JAB) 6(2).
  7. Nurani, Nurani, Marlena Marlena, and M Dicky AS. 2022. “Analisis Kualitas Layanan Dan Inovasi Produk Dengan Menggunakan Structural Equation Model (Studi Kasus Pada PT. Mandiri Utama Finance Tulungagung).” Jurnal Nusantara Aplikasi Manajemen Bisnis 7(1): 42–53.
  8. Sudrartono, Tiris et al. 2022. “Manajemen Pemasaran Jasa.”
  9. Sugiyono, Sugiyono. 2017. “Metode Penelitian Kuantitatif Dan Kualitatif Dan R&D.”
  10. Tjiptono, Fandy. 2019. “Pemasaran Jasa.”
  11. Tjiptono, Fandy, and Anastasia Diana. 2020. “Pemasaran.”