Pengaruh Kebijakan Biaya dan Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Ganesha Operation Muara Bulian

Abstract

The purpose of this study is to explain the influence of cost and service quality policies on customer
satisfaction at Ganesha Operation Muara Bulian. The research approach is used through qualitative
methods of collecting data on observation and interviews. The analytical method used is a qualitative
approach with data reduction, data presentation and conclusion drawing. The samples in this study
were 55 people. Data were analyzed using multiple linear regression, t test, f test and coefficient of
determination simultaneously and using the SPSS program to determine the factors that influence
customer satisfaction. The conclusions in this study are: The value of multiple linear regression
equations, namely Y = 2.072 + 0.982X1 + 0.951X2. It was concluded that if the cost policy (X1) and
service quality (X2) = 0, then customer satisfaction (Y) was 2.072, if the cost policy (X1) increased by
one unit, customer satisfaction rose by 0.982 assuming service quality (X2) = 0 or constant. And if
service quality (X2) increases by one unit, customer satisfaction increases by 0.951 assuming a cost
policy variable (X1) = 0 or constant. T test with the most dominant value is the cost policy variable of
6,858 thitung> 1,675 ttable. While the F Test with a value of Fcount = 147.067> Ftable = 3.18 means
that the variable policy costs and service quality affect customer satisfaction. For the determination
coefficient test of 84.4% which is influenced by cost and service quality policies on customer
satisfaction and the remaining 15.6% is influenced by other factors not examined.