ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PUTRA UTAMA FUTSAL SUKOHARJO (STUDI KASUS PADA PELANGGAN PUTRA UTAMA FUTSAL DI SUKOHARJO)

Abstract

his study aims to analyze the simultaneous influence of service quality at PUMA futsal sukoharjo on customer satisfaction. This study uses a quantitative approach, descriptive type. the population in this study were 100 respondents. The sampling technique used was random sampling technique. data collection using a questionnaire. The data analysis technique used is statistical analysis, namely multiple linear regression, simultaneous significant test (F test), Partial significant test (t test) and the coefficient of determination. The results showed that 96.04 = rounded up to 100 people. The results of the study that can be seen from F are 2.817 and the significance is less than 5%, namely 0.020, These results prove that the higher the responsiveness, assurance, direct evidence, concern, and reliability, the customer satisfaction at PUMA Futsal Sukoharjo has increased significantly. Based on the results of the t-test analysis,the results are 0.148, the regression coefficient has a positive value of 0.017 and the significance is more than 5%, namely 0.882. This means that if the responsiveness is not high, then customer satisfaction at PUMA Futsal will decrease. Keywords : Service Quality Analysis, customer Satisfaction