MODEL PELAYANAN PADA DAMPAK KEPUASAN KONSUMEN STUDI EMPERIK PADA PENGELOLAAN BALI MANDARA TOL

Abstract

The purpose of this study is to explain the service model used by the operational
standard of the manager on the Bali Mandara Toll satisfaction target. The
research used a sample of 98 respondents with purposive sampling technique,
which aims to determine the respondent's perception of each variable. The
analysis used includes Descriptive Statistics Test, Data Instrument Test (Validity
Test, and Reliability Test), Classical Assumption Test (Normality Test,
Multicollinearity Test, Heteroscedasticity Test), Multiple Linear Regression
Analysis, Coefficient of Determination, and Hypothesis Testing (t Test and Test).
F). From the results of the analysis using multiple regression, it can be seen that
the variables of service quality, and employee performance, simultaneously have
a positive effect on customer satisfaction. From the t-test, the results show that
service quality and employee performance have a partial significant effect on
customer satisfaction. Based on the results of the F test, the results of service
quality and employee performance have a significant simultaneous effect on
customer satisfaction.