ANALYSIS THE INFLUENCE SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION OF PT. LIPPO CIKARANG TBK (A STUDY CASE OF RESIDENTIAL AREA)

Abstract

This research aims to investigate the influences of analysis that influence service quality towards customer satisfaction of PT. Lippo Lippo Cikarang. This research used questionnaire as a way to collect information from the respondents. There are 100 respondents. Purposive sampling method was used to choose the respondents. Testing instrument used is multiple regression analysis. The results were that the services quality of PT.Lippo Cikarang dimensions consisting competence, reliability, credibility and security significantly influence customer satisfaction. The test results showed that 85, 4 % customer satisfaction can be explained by the variable quality of of PT.Lippo Cikarang with dimensions consisting competence, reliability, credibility and security, meaning 14.6 % influenced by other variables, which are not within the scope of the study authors.