Aulianissa, Nurul (2024) Analisis Pengaruh Keandalan (Reliability) Dalam Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada “Shopee Express” Di Kota Bengkalis. Undergraduate thesis, Politeknik Negeri Bengkalis.
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Abstract
This study aims to analyze how reliability is in service quality, analyze how customer satisfaction is, and analyze the effect of reliability on customer satisfaction at Shopee Express Bengkalis. Research using quantitative data types. This type of research is associative research. The population in this study were all users of Shopee Express Bengkalis services with a sample of 100 consumers. The sampling technique was carried out using random sampling technique. The data collection technique was carried out by questionnaire. The data analysis used is correlation technique and simple linear regression analysis technique with SPSS 20 application. From the results of respondents' responses to the reliability variable in service quality, there are eight statements with an average value of 4.33 which is classified as very high category. The results of respondents' responses to customer satisfaction variables were six statements with an average of 4.31 which were classified as very high. From the results of the research that has been done, it can be concluded that reliability in service quality has a positive and significant effect on customer satisfaction so that the alternative hypothesis Ha is accepted and Ho is rejected with a significance value of 0.000 <0.05. The test results of the Coefficient of Determination obtained R Square of 0.674. This shows that the reliability variable has a proportion of influence on customer satisfaction of 67.4% and the remaining 32.6% is influenced by other variables not included in this study.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Uncontrolled Keywords: | Reliability, Customer Satisfaction, Service Quality. | ||||||||
| Subjects: | 550 ILMU EKONOMI > 570 ILMU MANAJEMEN > 575 Manajemen Transportasi | ||||||||
| Divisions: | Jurusan Administrasi Bisnis > Sarjana Terapan Bisnis Digital > TUGAS AKHIR | ||||||||
| Depositing User: | Bisnis Digital | ||||||||
| Date Deposited: | 23 Aug 2024 09:00 | ||||||||
| Last Modified: | 23 Aug 2024 09:00 | ||||||||
| URI: | http://eprints.polbeng.ac.id/id/eprint/13578 |
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