HUBUNGAN ANTARA KUALITAS JASA DENGAN KEPUASAN PELANGGAN PT KERETA API INDONESIA PADA WARGA JL MINDI RW 008 KELURAHAN LAGOA JAKARTA UTARA

Assad, Afri Al (2014) HUBUNGAN ANTARA KUALITAS JASA DENGAN KEPUASAN PELANGGAN PT KERETA API INDONESIA PADA WARGA JL MINDI RW 008 KELURAHAN LAGOA JAKARTA UTARA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

Afri Al Assad, The correlation between Quality Service with Customer Satisfaction, Thesis. Jakarta: Commerce Education Study Program, Economic and Administration Department, Economic Faculty, State University of Jakarta, June 2014. Purpose of this research is to find empirical data, valid and reliable fact, about the possibility correlation between quality service with the customer satisfaction. The research was conducted RW 008 in Jalan mindi, Jakarta Utara during five months since February 2014 until Juni 2014. The research used survey methods by correlation approach. The sampling technique was simple random sampling. The sample amount 40 peoples. To get data from two variables, researcher using likert scale model for quality service (X) and Customer satisfaction (Y). For variable X, from 32 statements which had validated, 29 statements were valid and 3 statements were drop. For variable Y, from 28 statements which had validated, 26 statements were validated and 2 statements were drop. The calculation reliability of both variable were using Alpha Cronbach method and variable X reliability is 0,934 and variable Y is 0,849, this proof that the instrument were valid and reliable. Analysis of condition test, which is normality error test for regression approximates of X on Y with liliefors test, results in Lcount = 0,095, and Ltabel for n = 40 which level significant of 0,05 is 0,140 , because Lhitung < Ltabel then normality error test is normal distribution. The equation for linear regression is Ŷ= a+bX. Significance regression result in Fcount > Ftabel, is 15,58 > 4,10, it’s mean that the regression equation is significant. And linearity regression test yield, in Fcount < Ftabel is 0,77 < 2,28 that can be interpreted that the regression equation is linear. Result of hypotesis test which pearson’s product moment show’s that rxy = 0,406 , then significance of product moment correlation test whith t-test which yields tcount = 4,285 and ttabel = 1,671 at significance level of 0,05 and dk=93, it can be result that product moment correlation rxy = 0,539 is significance. Coefficient of determined obtain equal to 29,07%, it’s mean that 29,07% variation of Customer satisfaction determined by quality service. The result of this research was shown that there is positive correlation between quality service with the customer satisfaction.

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