PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA USAHA SOFI JAHIT DAN BORDIR KWALA BEKALA MEDAN

Abstrak

Service quality is one of the main factors that influences customer satisfaction. Tailoring services have unique characteristics because they involve a direct interaction process between the tailor and the customer. Customers often have different preferences and specific needs in terms of desired clothing styles, sizes and details. The number of samples taken was 162 respondents using the Slovin formula. Data collection was carried out through distributing questionnaires and the data was tested using the SPSS 25 program. It can be seen that service quality has a positive and significant effect on customer satisfaction. The results of simple regression analysis are the influence between the two variables that can be obtained. This is tested using the t test, where partially service quality has a significant effect on customer satisfaction because from the results of the t test it is known that the value of tcount (8.912) > ttable (1.654) is a significant value of 0.000 < 0.05 which means it is acceptable or influential.