IMPACT OF THE COMPANY'S SERVICE QUALITY DIMENSION ON CUSTOMER CUSTOMER SATISFACTION AT IMALEZ MULTY CORP COOPERATIVE

Authors

  • Reza Rahmadi Hasibuan Universitas Perwira Purbalingga
  • R. Satria Setyanugraha Universitas Perwira Purbalingga

Keywords:

reliability, responsiveness, assurance, empathy, physical evidence and satisfaction.

Abstract

The purpose of this study is to examine the effect of the relationship between reliability,
responsiveness, assurance, empathy and physical evidence of satisfaction at effect of service
quality dimension on customer satisfaction in imalez multy corp. The results show that
reliability has no significant effect on satisfaction, this is evidenced by the sig value. the count
is greater than 0.05, ie 0.669> 0.05. Responsiveness has a significant effect on satisfaction, this
is evidenced by the sig value. the count is smaller than 0.05, ie 0.011 <0.05. Warranty has no
significant effect on satisfaction, it is proved by sig value. the count is greater than 0.05, ie
0.985> 0.05. Empathy has no significant effect on satisfaction, this is proved by the sig value.
the count is greater than 0.05, ie 0.438> 0.05. Physical evidence has a significant effect on
satisfaction, this is evidenced by the sig value. the count is smaller than 0.05, ie 0.019 <0.05.

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Published

2021-07-13

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