Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Pt Winjaya Trans Di Pekanbaru

Pangestika, Thalia (2018) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Pt Winjaya Trans Di Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

PT Winjaya Trans is one of the Owned Companies that provide services to companies that are partners who use the provision of services related to the provision of transport services through land routes in the city of Pekanbaru. This service company only prioritizes serving companies that offer contracts. Under these conditions, PT Winjaya Trans's services have been challenged to increase the number of consumers. The formulation of the problem raised in this study is whether the quality of service affects customer satisfaction PT. Winjaya Trans in Pekanbaru. In accordance with the problems studied, the method used in this study is a survey method with correlational techniques. Based on the results of the research that the author has done regarding the quality of service to PT Winjaya Trans's customer satisfaction, it can be concluded that based on the results of regression analysis obtained the value of t arithmetic is 2.886> 2.006 and the significance value is 0.680> 0.05. it can be concluded that Ho is accepted and H1 is accepted which means that service quality has a significant effect on customer satisfaction of PT Winjaya Trans. In addition, it is also known that the R2 value is 0.327. from these values it can be seen that consumer satisfaction is influenced by service quality of 0.327. This means that consumer satisfaction is influenced by the quality of service by 32.7% and the remaining 67.3% is influenced by other things not examined.

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