Hubungan Kualitas Pelayanan dengan Kepuasan Pelanggan di Perusahaan X di Yogyakarta

Authors

  • Siti Asmaul Husna Program Studi Psikologi Umum Fakultas Psikologi, Universitas Proklamasi 45 Yogyakarta
  • Indra Wahyudi Program Studi Psikologi Umum Fakultas Psikologi, Universitas Proklamasi 45 Yogyakarta
  • Eni Rohyati Program Studi Psikologi Umum Fakultas Psikologi, Universitas Proklamasi 45 Yogyakarta

Keywords:

Service Quality, Customer Satisfaction, Customers

Abstract

Quality of service to customers is very important as one of the business strategies. The service is expected to be able to serve the needs and desires of customers, and be able to become a benchmark to improve customer satisfaction to the company. Customer satisfaction will be the benefit of the company, creating customer loyalty.

The research objectives of this research is to find out empirically about whether there is a relationship between service quality and customer satisfaction at Company X di Yogyakarta. This research uses quantitative research methods by collecting data using scale. Subjects in this research is the costumers of Company X di Yogyakarta. The data analysis technique used is the Product Moment correlation technique.

Results showed that the correlation coefficient rxy = 0.312 with p= 0.006 (p <0.01). This means that there is a significant positive relationship between service quality and customer satisfaction with costumers of Company X di Yogyakarta. Conclusion of this research is that the relationship between service quality and customer satisfaction is proven to have a significant relationship

References

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Published

2020-09-19

How to Cite

Husna, S. A., Wahyudi, I., & Rohyati, E. (2020). Hubungan Kualitas Pelayanan dengan Kepuasan Pelanggan di Perusahaan X di Yogyakarta. Jurnal Psikologi, 16(2), 23–27. Retrieved from https://ejournal.up45.ac.id/index.php/psikologi/article/view/742

Issue

Vol. 16 No. 2 (2020): Jurnal Psikologi

Section

VOL 16 NO 2 SEPTEMBER 2020

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