Sari, Maya (2023) Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen pada Po. Handoyo Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This research aims to examine and analyze the influence of service quality on customer satisfaction in the Handoyo Bus Company on the Sumatra-Java route. The research sampling technique employed non-probability sampling, specifically accidental random sampling, where the sample consisted of users of Handoyo Bus services in Pekanbaru, traveling across the Sumatra-Java route. The research sample comprised 100 respondents. The analytical tool used for this study was simple linear regression conducted through the SPSS 25 software application. The results of this research indicate that service quality significantly impacts customer satisfaction in the Handoyo Bus Company, as evidenced by a calculated t-value of 9.043, exceeding the critical value of 1.98, at a level of significance of 0.00. The coefficient of determination, Rsquared (R2), is 0.455 or 45.5%, indicating a moderate level of influence of service quality on customer satisfaction in this study

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