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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PT IVYKICKSTARTER DI BOGOR

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ABSTRACT EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION PT. IVYKICKSTARTER IN BOGOR Written by : Natalia Novitasari Sihotang NIM: 1431002 The purpose of this penelian is to know how the influence of service quality to customer satisfaction PT. Iviykickstarter Bogor. The research method used in this research is descriptive method is the data obtained from the actual events in the field, in the analysis and then concluded. The analysis used is average, correlation coefficient analysis, regression analysis, coefficient of determination analysis, hypothesis test. The population used in this study is a consumer or customer of Ivykickstarter Bogor, with samples of customers who are in the area of haling turtles with the number of respondents 3. From the results of research quality of services provided to customers or customers Ivykickstarte, has an average yield of 4.4 while The average for consumer satisfaction has an average yield of 3.91. Based on the statistical analysis of correlation coefficient (r) of 0.551 indicating moderate and positive. Whereas in the statistical test (t) in the number of t count> ttable. For significance test found 0,002> 0,05 which means there is influence between service quality to consumer satisfaction. Adapaun results seen from simple regression analysis has a positive influence can be seen from the equation Y = 3,003 + 0.749 X. The coefficient of determination shows that R square of 30.3% while the rest is influenced by factors that are not thorough author sebsar 69.7% Keywords: service quality, consumer satisfaction