Pengaruh Kualitas Pelayanan dalam Tinjauan Ekonomi Syariah Terhadap Tingkat Kepuasan Pelanggan PT. Serkolinas Aman Nusantara Unit Surakarta

Abstract

This study aims to determine and analyze the effect of service quality on the level of customer satisfaction at PT. Serkolians Aman Nusantara Unit Surakarta. This study used 74 respondents as the research sample and the sampling technique used non-probability sampling method with purposive sampling technique. The data analysis method used is quantitative analysis method which includes validity test, reliability test, classical assumption test, multiple linear regression analysis, hypothesis testing through t-test, F-test and coefficient of determination test (R2 test). The results of the F-test test are that all variables of physical evidence, reliability, responsiveness, assurance, and empathy have a simultaneous effect on the level of customer satisfaction with the results of the test F arithmetic > F table (4.73 > 2.34). Testing the t-test hypothesis showed that the tangibles variable had a positive and significant effect on the level of customer satisfaction with a significant level of physical evidence being 0.17 < 0.05 and the t-count value (2.108) > t-table value (1.667). The reliability variable has a positive and insignificant effect with the results of a significant reliability value of 0.857 > 0.05, and the t-count value (0.181) < t-table value (1.667). The responsiveness variable has a positive and significant effect on the level of customer satisfaction with a significant value of responsiveness 0.049 <0.05, and the value of t count (2008) > the value of t table (1.667). The guarantee variable has a positive and significant impact on the level of customer satisfaction with a significant guarantee value of 0.011 < 0.05, and the value of t count (2.619) > t table value (1.666) 0.11 < 0.05. Empathy variable has a positive and insignificant effect on the level of customer satisfaction with a significant empathy value of 0.394 > 0.05, and the t-count value (0.858) < t-table value (1.667). The test of the coefficient of determination (R2) seen in the Adjusted R Square of 0.604 indicates that 60.4% of customer satisfaction at PT. Serkolians Aman Nusantara Unit Surakarta can be explained by the service quality variable and the remaining 39.6% can be explained by variables not examined in this study.