The Influence of Service Quality on Customer Satisfaction In SMEs – In Samosir

Authors

  • Dian Septiana Sari Universitas Pembangunan Panca Budi

DOI:

https://doi.org/10.61306/ijmea.v1i2.25

Keywords:

Reliability, Responsivenes, Assurance, Empathy, Tangibles and Satisfaction

Abstract

The aim of this study, to test the effect of service Reliability (accuracy), Responsiveness (responsiveness), Assurance (security or safety), Empathy (attention) and Tangibles (physical condition) simultaneously affect the customer satisfaction of SMEs - in Samosir. This research is quantitative descriptive research is research that aims to decipher or describe the properties (characteristics) of a situation or object of research, which is conducted through the collection and analysis of quantitative data and statistical testing. This research test equipment using multiple linear regression models using the t test and F test F test results prove reliability variables (X1), responsivenes (X2), assurance (X3), empathy (X4) and tangibless (X5) simultaneously significant effect on Y (customer satisfaction). T-test results prove that the only variable responsivenes (X2), empathy (X4) and tangibless (X5) which significantly influence customer satisfaction.

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Published

06-12-2023

Issue

Vol. 1 No. 2 (2023): December 2023

Section

Articles

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