دورية أكاديمية
KUALITAS PELAYANAN DAN KINERJA KARYAWAN TERHADAP KEPUASAN KONSUMEN PT. JASA MARGA BALI TOL.
| العنوان: | KUALITAS PELAYANAN DAN KINERJA KARYAWAN TERHADAP KEPUASAN KONSUMEN PT. JASA MARGA BALI TOL. (Indonesian) |
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| المؤلفون: | Ni Putu Yuli Tresna Dewi, Dewa Nyoman Usadha, Dhia Kamala |
| المصدر: | Journal of Management & Business Equilibrium / Jurnal Manajemen & Bisnis Equilibrium; Mar2022, Vol. 8 Issue 1, p25-36, 12p |
| Abstract (English): | Consumer dissatisfaction in the form of complaints can be a negative note which if not addressed immediately will result in a decrease in the number of consumers. This research was conducted on consumers of PT Jasa Marga Bali Tol. This study aims to determine and analyze the effect of service quality and employee performance partially or simultaneously on consumer satisfaction of PT Jasa Marga Bali Tol. In this study, data were collected by means of observation, interviews and questionnaires to 98 respondents with purposive sampling technique, which aims to determine respondents' perceptions of each variable. The analysis used includes Descriptive Statistics Test, Data Instrument Test (Validity Test, and Reliability Test), Classical Assumption Test (Normality Test, Multicollinearity Test, Heteroscedasticity Test), Multiple Linear Regression Analysis, Coefficient of Determination, and Hypothesis Testing (t Test and Test F). From the results of the analysis using regression, it can be seen that the variables of service quality, and employee performance, all have a positive effect on customer satisfaction. From the t-test, the results show that service quality and employee performance have a partial significant effect on customer satisfaction. Based on the results of the F test, the results of service quality and employee performance have a significant simultaneous effect on customer satisfaction. [ABSTRACT FROM AUTHOR] |
| Abstract (Indonesian): | Ketidakpuasan konsumen dalam bentuk komplain dapat menjadi catatan negatif yang jika tidak segera diatasi akan dapat berakibat pada menurunnya jumlah konsumen. Penelitian ini dilakukan pada konsumen PT Jasa Marga Bali Tol. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas pelayanan, dan kinerja karyawan secara parsial maupun secara simultan terhadap kepuasan konsumen PT Jasa Marga Bali Tol. Dalam penelitian ini data dikumpulkan dengan alat bantu berupa observasi, wawancara dan kuesioner terhadap 98 responden dengan teknik purpossive sampling, yang bertujuan untuk mengetahui persepsi responden terhadap masing-masing variabel. Analisis yang digunakan meliputi Uji Statistik Deskriptif, Uji Instrumen Data (Uji Validitas, dan Uji Reliabilitas), Uji Asumsi Klasik (Uji Normalitas, Uji Multikolinearitas, Uji Heteroskedastisitas), Analisis Regresi Linear Berganda, Koefisien Determinasi, dan Uji Hipotesis (Uji t dan Uji F). Dari hasil analisis menggunakan regresi dapat diketahui bahwa variabel kualitas pelayanan, dan kinerja karyawan, semuanya berpengaruh positif terhadap kepuasan konsumen. Dari uji t diperoleh hasil bahwa kualitas pelayanan, dan kinerja karyawan berpengaruh signifikan secara parsial terhadap kepuasan konsumen. Berdasarkan hasil uji F diperoleh hasil kualitas pelayanan, dan kinerja karyawan berpengaruh signifikan secara simultan terhadap kepuasan konsumen. [ABSTRACT FROM AUTHOR] |
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| قاعدة البيانات: | Complementary Index |
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