Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen pada Pt Citra Van Titipan Kilat

Abstract

This study is raising the title Analysis on the effect of service quality to customer satisfaction on PT Citra Van Titipn Kilat (TIKI). Broadly speaking, this study discusses the service quality and customer satisfaction. In this research, data collection techniques used is the technique of questionnaire which consisted of written questions which prepered based on the attributes of the statements in each dimension of the study variables. The sample that used in this study were 96 respondents who are considered sufficient to represent the population studied. The technique used is the Pearson Correlation, calculated using computer-assisted program SPSS version 16. The analysis used is descriptive analysis and statistical analysis of test instruments, descriptive analysis and multiple linearan alysis and classical assumptions test. From the results of the study showed that the services quality gives positive and significant impact on customer satisfaction of PT Tiki Jalur Nugraha Ekakurir. While the most powerful variables brings over the customer satisfaction and loyalty is the responsiveness.