ANALISIS TINGKAT KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MATAHARI DEPARTEMENT STORE TBK (STUDI KASUS MATAHARI DEPARTEMENT STORE CABANG MALL LIPPO CIKARANG)

Abstract

This research to purpuse the effect of tangible (X1,), reliability (X2,), responsive (X3,), assurance (X4,), and empathy (X5),with quantitative method. The subjects were people who never make a visit at Matahari Departement Store Tbk Mall Lippo Cikarabf. The analysis technique used in this research is multiple linear regression with 78 responden. tangible (X1,), reliability (X2,), responsive (X3,), assurance (X4,), and empathy (X5) also affect significant of Customer satisfaction. Based on Adjusted R2 (R Square) of 0.802 or (80.2%). This may imply that independent variables (tangible (X1,), reliability (X2,), responsive (X3,), assurance (X4,), and empathy (X5) can explain the dependent variable Customer satisfaction by 19,8% while the rest is explained by other factors not examined.