Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dino Dadi Fotocopy

Abstract

This study aims to determine the influence of service quality on customer satisfaction of Dino Dadi Photocopy. The research method used is a descriptive method with a quantitative approach, the population used by all Dino customers is Photocopy. The population used in this study is data at the end of the fourth week who visited Dino Dadi Fotocopy with a total of 67 visitors, using the Slovin formula with an error rate of 10%, then the sample obtained was 40 consumers. The data analysis techniques used are Instrument Test, Descriptive Static Analysis Test, Classical Assumption Test, Hypothesis Test and multiple linear regression analysis. using the SPSS version 30 program. The variables observed include Tangibel, Reliability, Responsiveness, Assurance, and Empathy. The results of the research conducted showed that service quality did not have a significant effect on customer satisfaction. The t-count values for the variables Tangibel, Reliability, Responsieness, Assurance, and Empathy did not reach the t-table at α = 0.05. The contribution of service quality (X1) to customer satisfaction (X2) was 10.1% while 89.9% was influenced by other factors that were not studied