PENGARUH PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PENJAHIT JUNI KEBAYA DOLOK SANGGUL

Abstract

Service can be defined as all forms of activity provided by a party to customers or consumers with the aim of being able to provide satisfaction to customers or consumers for the services provided. The implementation of services can be measured; therefore standards can be set both in terms of the time required and the results. Service is essentially a series of activities, therefore, it is a process. As a process, service takes place regularly and continuously, covering the entire life of a person in society. With the standard management can plan, implement, supervise, and evaluate service activities, so that the final result is satisfactory to the parties who get the service. The purpose of this study was to determine how the effect of service on customer satisfaction at the Tailor Juni Kebaya Doloksanggul. This type of research is associative research, namely research conducted to determine the effect between two or more variables. Data was collected by means of questionnaires, interviews and documentation. Data analysis techniques are: simple correlation, simple regression and t test. The result of the research is the correlation between service and customer satisfaction is positive at 0.605. The value of the coefficient of determination (R2) is 0.366. The results of the regression are: Y = 15,753 + 0,577 (X), the results of t count (6,121) > t table (1,66864) then the hypothesis is accepted or in other words there is a positive and significant influence between Service on Customer Satisfaction at Tailor Juni Kebaya Doloksanggul.