Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan SPBU Panton Labu Aceh Utara

Abstract

The purpose of this study was to determine the effect of service quality consists of tangible, reliability, responsiveness, assurance and empathy towards customer satisfaction at SPBU No. 14 243 436 Panton Labu District Jambo Aye in North Aceh. The data collection techniques used are primary data in the form of observations, interviews and questionnaires and using secondary data also form literature research. Authors distributed questionnaires to 100 customers who purchase fuel at filling SPBU No. 14 243 436 Panton Labu District Jambo Aye in North Aceh. Based on the  partial test results, all of the independent variables there are the tangible, reliability,  responsiveness, assurance and empathy effect on customer satisfaction. The simultaneously test  also has a significant influence to customer satisfaction (Y) at the SPBU No. 14 243 436 Panton Labu District Jambo Aye in North Aceh. Value of the correlation coefficient (R) obtained values of 0.797 and Adjusted R2 of 0.616 or 61.6 % and the remaining 38.4 % is influenced by other factors outside of our model.

Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy,

                  Customer Satisfaction.