Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Pada CV. Satu Nusa

Abstract

At the present time the business world becomes more intense competition , especially in the field of bus transportation services business . CV . Satu Nusa is one bus company that has long survived , although bus CV . Satu Nusa still survive today but this bus passengers often do not meet the target passengers per day . This study aims to determine the effect of service quality on customer satisfaction in the bus CV. Satu Nusa Bandar Selamat, Medan Tembung. In this study, using the dimensions of service quality as an indicator variable quality of service, and using the dimensions of customer satisfaction as an indicator to develop the instrument variable customer satisfaction. This research is a type of associative research, the research examines the influence of the independent variables on the dependent variable, namely the influence of variables of service quality to customer satisfaction. The population in this study were all bus passengers CV. Satu Nusa trayek Medan-Panyabungan. trajectory in 2015 with a sample of 100. The sampling technique in this study using purposive sampling. data collection method in this research were questionnaires, interviews, and observations. The data is processed using SPSS v16 for windows. Techniques of data analysis in this research is to use quantitative analysis and uses simple linear regression formula which aims to look at how much influence the quality of service to customer satisfaction on the CV. Satu Nusa Bandar Selamat, MedanTembung. Based on the classic assumption test results and test a simple linear regression and partial hypothesis testing that service quality is positively and significantly affect customer satisfaction on the bus CV. Satu Nusa Bandar Selamat, Medan-Tembung.