SKRIPSI MBS

Pengaruh Kepercayaan Pelanggan, Fasilitas, Dan Kualitas Pelayanan terhadap Kepuasan Pelanggan Umroh PT. Alindra Mutiara Hati Cabang Yogyakarta

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ABSTRACT

This research aims to determine the influence of customer trust, facilities and
service quality on Umrah customer satisfaction at PT Alindra Mutiara Hati
Yogyakarta Branch. The research method used in this research is a quantitative
method. The population in this study were Umrah customers of PT Alindra Mutiara
Hati Yogyakarta Branch with an age range of 17-45 years in Sukoharjo Regency.
The sampling technique used a non-probability sampling method with a purposive
sampling technique with a total sample of 141 respondents aged 17-45 years. The
data collection technique in this research uses a questionnaire distributed online
using Google Form. The analysis techniques in this research use instrument tests
(validity tests and reliability tests), classical assumption tests (normality tests,
multicollinearity tests, and heteroscedasticity tests), multiple linear regression
analysis, model accuracy tests (F test, and coefficient of determination), and
hypothesis (t test) carried out with the help of SPSS 25 software. The results of this
research show that: 1) customer trust has a significant effect on customer
satisfaction. 2) facilities have a significant effect on customer satisfaction. 3)
service quality has a significant effect on customer satisfaction.
Keywords: Customer Trust, Facilities, Service Quality, and Customer Satisfaction.

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.3 MUH p 24

Penerbit

SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said., 2024

Deskripsi Fisik

21 cm, 120 Halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.3

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Manajemen Bisnis Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Muhammad Aqshol Ilham

Versi lain/terkait

Lampiran Berkas

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