PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PESERTA (STUDI KASUS PT. XYZ)

Abstract

The background of this study is concern about service quality at PT. XYZ. Complaints received by PT. XYZ is an indicator that shows the quality of service is not maximum. Therfore, the purpose of this research is to find out the influence of service quality: Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), Emphaty (X5) towards participants’ satisfaction of PT. XYZ. Determination of the number of samples is following by the Slovin formula: 74 samples with the simple random sampling technique. Associative-explanation method is used to find out the influence between independent variabels toward dependent variable with the quantitative approach. Multiple regression analysis is used to analyze data which processing data is processed by SPSS 16.0 application. The result of the study showed that tangible, reliability, responsiveness, assurance and emphaty simultaneously have a significant influence towards participants’ satisfaction. The result of the t-test showed that tangible has no a significant influence towards participants’ satisfaction with the significant level 0,722 (>0,1), reliability has a significant influence towards participants’ satisfaction with the significant level 0,003 (<0,1), responsiveness has a significant influence towards participants’ satisfaction with the significant level 0,001 (<0,1), assurance has a significant influence towards participants’ satisfaction with the significant level 0,002 (<0,1) and empathy has a significant influence towards participants’ satisfaction with the significant level 0,000 (<0,1).