PENGARUH DIMENSI KUALITAS PELAYANAN (TANGIBLE, EMPHATY, RESPONSIVENESS, RELIABILITY DAN ASSURANCE) TERHADAP KEPUASAN KONSUMEN (Studi Pada Depot Titik Koempoel Pandaan)

Gymnastiar, Ivar Isma (2026) PENGARUH DIMENSI KUALITAS PELAYANAN (TANGIBLE, EMPHATY, RESPONSIVENESS, RELIABILITY DAN ASSURANCE) TERHADAP KEPUASAN KONSUMEN (Studi Pada Depot Titik Koempoel Pandaan). Undergraduate thesis, UPN Veteran Jawa Timur.

	Text (Cover) BAB 0. COVER.pdf Download (1MB)
	Text (BAB I) BAB 1. PENDAHULUAN.pdf Download (314kB)
	Text (BAB II) BAB 2. TINJAUAN PUSTAKA.pdf Restricted to Repository staff only until 15 July 2029. Download (425kB) | Request a copy
	Text (BAB III) BAB 3. METODE PENELITIAN.pdf Restricted to Repository staff only until 15 July 2029. Download (434kB) | Request a copy
	Text (BAB IV) BAB 4. PEMBAHASAN.pdf Restricted to Repository staff only until 15 July 2029. Download (634kB) | Request a copy
	Text (BAB V) BAB 5. KESIMPULAN DAN SARAN.pdf Download (252kB)
	Text (DAFTAR PUSTAKA) DAFTAR PUSTAKA.pdf Download (255kB)
	Text (LAMPIRAN) LAMPIRAN.pdf Restricted to Repository staff only until 2029. Download (1MB) | Request a copy

Abstract

This study aims to analyze the influence of service quality dimensions, namely tangible, reliability, responsiveness, assurance, and empathy, on customer satisfaction at Depot Titik Koempoel Pandaan. The study employed a quantitative associative approach. The sample consisted of 100 respondents selected using accidental sampling techniques. Data were collected through questionnaires using a Likert scale and analyzed using multiple linear regression with SPSS software. The findings indicate that all dimensions of service quality simultaneously have a significant influence on customer satisfaction. Partially, reliability, responsiveness, and assurance have a positive and significant effect on customer satisfaction, while tangible and empathy do not show a significant effect. These results indicate that interaction based service aspects are more influential than physical evidence in shaping customer satisfaction within the culinary business sector. Keywords: Service Quality, Customer Satisfaction, SERVQUAL

Item Type:	Thesis (Undergraduate)
Contributors:	Contribution Contributors NIDN/NIDK Email Thesis advisor Farida, Siti Ning NIDN0029066408 siti_farida.adbis@upnjatim.ac.id
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products
Divisions:	Faculty of Social and Political Sciences > Departement of Business Administration
Depositing User:	Ivar Gymnastiar
Date Deposited:	16 Jul 2026 04:00
Last Modified:	16 Jul 2026 04:00
URI:	https://repository.upnjatim.ac.id/id/eprint/55644

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