The Influence of Service Quality on Customer Satisfaction With Maxim Services

Case Study of Management Students, Faculty of Economics and Business, Makassar State University

Abstract

The aim of the research is to partially determine the influence of service quality on customer satisfaction of Maxim service users among Management students at the Faculty of Economics and Business, Makassar State University. The population in this study were management students (i) of the economics and business faculty. Sampling in this study used the Slovin formula so that 100 respondents were used as samples. The type of research used is associative research. The data used is primary data obtained by distributing questionnaires to customers. The results of the research after being processed with SPSS 25 show that there is a partially significant influence. Partially, The responsiveness variable count < t table, X1 t count 0.885 < t table 1.660, X3 t count 0.057 < t table 1.660, Simultaneously, service quality (reliability, reliability, guarantee, empathy, physical evidence) does not have a significant effect between the independent variables and the dependent variable as proven by the multiple linear regression equation Y = 1.969 + 0.059 X1 + 0.190 X2 + 0.004 X3 + 0.002 21 X5 + e and has no significant effect, F count 3.17 > F table 3, 938 with a significance level of 0.00 < 0.05. The R Square value or coefficient of determination value of 167 shows that 16.7% of the purchasing decision variable (Y) is influenced or can be explained by the independent variable service quality, while the remaining 83.3% explained by other variables not included in this study. Based on this description, it can be concluded that service quality (reliability, dependability, guarantee, empathy, physical evidence) partially has no significant effect on customer satisfaction and simultaneously service quality (reliability, dependability, guarantee, empathy, physical evidence) has no significant effect on customer satisfaction. 7% of the purchasing decision variable (Y) is influenced or can be explained by the independent variable service quality, while the remaining 83.3% is explained by other variables not included in this research. Based on this description, it can be concluded that service quality (reliability, dependability, guarantee, empathy, physical evidence) partially has no significant effect on customer satisfaction and simultaneously service quality (reliability, dependability, guarantee, empathy, physical evidence) has no significant effect on customer satisfaction. 7% of the purchasing decision variable (Y) is influenced or can be explained by the independent variable service quality, while the remaining 83.3% is explained by other variables not included in this research. Based on this description, it can be concluded that service quality (reliability, dependability, guarantee, empathy, physical evidence) partially has no significant effect on customer satisfaction and simultaneously service quality (reliability, dependability, guarantee, empathy, physical evidence) has no significant effect on customer satisfaction