PENGARUH PELAYANAN ( TANGIBLE, RELIABELITY, RESPONSIVINESS, ASSURANCE, DAN EMPHATY ) TERHADAP KEPUASAN KONSUMEN PT NUTRI INTI PRIMA PERKASA MEDAN

Abstract

This study aims to determine the effect of services consisting of Tangible, Reliability, Responsiviness, Assurance, and Emphaty on the Consumer Satisfaction of PT Nutri Inti Prima Perkasa Medan. The population and sample of 100 customers were taken by purposive sampling. The research instrument was a questionnaire / questionnaire with a Likert scale model. Requirement test is performed to test normality, heteroscedasticity test. The data analysis technique used is multiple regression techniques at the significance level α = 0.05. The results showed: there was a significant effect between Service on Consumer Satisfaction with t arithmetic = 2.498 and t table 1.984 with a coefficient value of 0.430. based on the results of SPSS output it is known that the R square value of 32.7%, which means that Services can affect Consumer Satisfaction by 32.7% and the remaining 67.3% can be influenced by other variables.