ANALISA STATISTIK PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA CV. DEPO DEWATA

Abstrak

The purpose of this research is to examine the influence of service quality on customer satisfaction at CV. Depo Dewata Fakfak. To measure the Service Quality variable (X), the researcher used indicators such as Physical Evidence, Responsiveness, Assurance, and Empathy, while for the Customer Satisfaction variable (Y), indicators used were Customer Suitability and Purchase Intent. In determining the research sample, the researcher used Convenience Sampling technique, selecting respondents as samples based on the time and place encountered by the researcher and meeting the sample criteria. The total number of respondents in this study was 20 customers of CV. Depo Dewata Fakfak. The data collection techniques used were Observation and Questionnaire, and the Data Analysis Techniques consisted of Validity Test, Reliability Test, Simple Linear Regression, Pearson Product Moment Correlation, Determination Coefficient, and Significance Test (t).

The result of this research is that there is a significant influence between Service Quality and Customer Satisfaction at CV. Depo Dewata Fakfak.After analyzing using these tests, the conclusion drawn is that CV. Depo Dewata Fakfak has successfully met customer needs in terms of adequate facilities, product availability, excellent service, product assurance, and polite employee attitudes. The company can also improve areas that are still lacking, such as providing a comfortable waiting area for customers. Employees of CV. Depo Dewata Fakfak have successfully built good friendships with customers, creating warm relationships based on trust. Quick and accurate actions in serving customers demonstrate the responsiveness of employees to customer needs and requests. This can increase customer satisfaction and create a positive experience