Abstract,
This research aims to find empirical evidence that the quality of
service consisting of tangible, reliability, responsiveness, assurance and
empathy has a partially influential and simultaneous customer to PT LG
Elektronics Indonesia’s customer satisfaction.
This research method is quantitative descriptive method. The
population in this research were all customers of PT LG Elektronik
Indonesia, especially those domiciled in the city of Banjarmasin in 2018
as many as 5.205 people. Furthermore, samples were taken as many as
371 customers by accidental random sampling technique. Data analysis
using multiple linear regression.
The results of the research found that the quality of service
consisting of tangible, reliability, responsiveness, assurance and empathy
has a partial and simultaneous effect on customer satisfaction of PT LG
Elektronics Indonesia.
Keywords: Quality of Service, Customer Satisfaction
Abstrak,
Penelitian ini bertujuan untuk menemukan bukti empiris bahwa
kualitas pelayanan yang terdiri dari tangible, reliability, responsiveness,
assurance dan empathy berpengaruh secara parsial dan simultan terhadap
kepuasan pelanggan PT LG Elektronik Indonesia.
Metode penelitian ini adalah metode deskriptif kuantitatif.
Populasi dalam penelitian ini adalah seluruh pelanggan PT LG Elektronik
Indonesia, khususnya yang berdomisili di Kota Banjarmasin tahun 2018
yaitu sebanyak 5.205 orang. Selanjutnya, sampel diambil sebanyak 371
orang pelanggan dengan teknik accidental random sampling. Analisis data
menggunakan regresi linier berganda.
Hasil penelitian ini menemukan bahwa kualitas pelayanan yang
terdiri dari tangible, reliability, responsiveness, assurance dan empathy
berpengaruh secara parsial dan simultan terhadap kepuasan pelanggan PT
LG Elektronik Indonesia.
Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan