Pengaruh Kualitas Pelayanan terhadap Tingkat Kepuasan Konsumen di PT. Sungai Budi Bandung

Abstract

The purpose of this study is to analyze the effect of service quality including physical evidence, reliability, responsiveness, assurance, empathy, on customer satisfaction at PT. Sungai Budi Bandung. The population in this study were 30 outlets. In this study, sampling using all existing samples in the population. Primary data and secondary data are data used with analysis that utilizes simple linear regression. The conclusion of this study shows that the results of linear regression have a positive binding direction, and the service quality variable has a significant effect on consumer satisfaction. There is also the level of influence of service quality on customer satisfaction which is worth 77.6% while the rest is worth 22.4%, influenced by other elements that are not included in this study.