The Effect Of Service Quality On Customer Satisfaction In CV. Mega Grafika Pangkalpinang Reza Fahlevy1, Heny Hendrayati2, Ratih Hurriyati3
Universitas Pendidikan Indonesia
Abstract
This research is motivated by fluctuations in the number of customers who make transactions at one of the printing companies in Pangkalpinang, namely CV. Mega Grafika Pangkalpinang. The purpose of this study is to analyze and find out how much influence service quality has (X) to customer satisfaction (Y). This research is a type of quantitative descriptive research with a sample of 98 respondents obtained from sampling using the slovin method. The sampling technique uses the techniquenon probability sampling using method sampling incidental. Methods of data analysis using multiple linear regression analysis using SPSS 24. The results of this study indicate that the quality of service positive and significant effect on customer satisfaction.
Keywords: Service Quality, Customer Satisfaction, Printing.
Topic: Marketing Management, Relationship Marketing, Service Marketing
