Pengaruh kualitas pelayanan terhadap kepuasan pembelian pada Enje Mart pondok pesantren Nurul Jadid Paiton Probolinggo

Andika, Andika (2012) Pengaruh kualitas pelayanan terhadap kepuasan pembelian pada Enje Mart pondok pesantren Nurul Jadid Paiton Probolinggo. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.

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Abstract

INDONESIA:

Penelitian ini dilakukan berdasarkan atas kenyataan bahwa banyak sekali santri terutama pada santri pria yang melakukan pembelian di Enje Mart Pondok Pesantren Nurul Jadid Paiton Probolinggo guna untuk memenuhi kebutuhan setiap harinya sehingga kualitas pelayanan yang diberikan oleh Enje Mart Pondok Pesantren Nurul Jadid Paiton Probolinggo masih minim sekali sehingga santri merasa tidak nyaman dalam melakukan traksaksi pembelian di Enje Mart Pondok Pesantren Nurul Jadid Paiton Probolinggo. Keunikan yang menjadi perhatian peneliti disini adalah santri yang melakukan pembelian sangat banyak meski masih banyak kekurangan yang diberikan oleh Enje Mart Pondok Pesantren Nurul Jadid Paiton Probolinggo terhadap santri.

Penelitian ini dilakukan di Pondok Pesantren Nurul Jadid Paiton Proboliggo, Jawa Timur, dari tanggal 24 November 2011 sampai dengan tanggal 8 Desember 2011 terhadap 150 santri pria sebagai sampel penelitian. Teknik pengambilan sampel yang digunakan adalah sample random sampling, sedangkan pengumpulan data yang menggunakan teknik observasi, wawancara, dan koesioner. Atribut yang dipertimbangkan adalah bukti langsung, kehandalan, daya tanggap, jaminan dan empati berpengaruh terhadap kepuasan pembelian.

Hasil penelitian ini menunjukkan bahwa: (1) dari (Uji F) didapatkan adalah 39.197 dengan signifikansi 0,000 sedangkan berdasarkan uji t (Uji t) bukti langsung 4,135 dan signfiikansi 0,025, kehandalan 5,253 dan signifikansi 0,000, daya tanggap 4,437 dan signifikansi 0,005, jaminan 4,294 dan signifikansi 0,003, empati 1,872 dan signifikansi 0,026. (2). Dari uji Parsial diketahui variabel kehandalan paling dominan yaitu 5,253 dengan signifikansinnya 0,000.

ENGLISH:

This research was conducted based on the reality that many students, especially male students buy some goods for their daily needs at Enje Mart Pondok Pesantren Nurul Jadid Paiton, Probolinggo. At the same time the quality service given is still not good that the students feel uncomfortable in having the purchase transaction at Enje Mart Pondok Pesantren Nurul Jadid Paiton Probolinggo. One thing that the researcher noticed is that there are still many students who buy goods at Enje Mart Pondok Pesantren Nurul Jadid Paiton Probolinggo.although the quality service is not good.

This research was done at Pondok Pesantren Nurul Jadid Paiton Probolinggo East Java, started from November 24, 2011 till December 8, 2011 towards 150 male students as the sample of research. The sampling technique used in this research is sample random sampling, whereas the technique of data collecti on is observing, interviewing and spreading questionnaires. Attributes considered are direct evidence, reliability, response, guaranty and empathy towards purchase satisfaction.

The result of this research showns that: (1) From (F-Tests), it scored 39.197 with the significance 0.000, and based on t-test, for direct evidence is 4.135 with the significance 0.025, for reliability is 5.253 with the significance 0.000, for response is 4.437 with the significance 0.005, for guarantee is 4.294 with the significance 0.003, and for empathy is 1.872 with the significance 0.026. (2) From partial test, it is gotten that the variable of reliability is the most dominant with 5.253 and the significance is 0.000.

Item Type: Thesis (Undergraduate)
Supervisor: Al-Idrus, Salim
Keywords: Kualitas Pelayanan; Kepuasan Pembelian; Service Quality; Purchase Satisfaction
Subjects: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations)
Departement: Fakultas Ekonomi > Jurusan Manajemen
Location: 150503
Depositing User: Heni Kurnia Ningsih
Date Deposited: 28 Sep 2015 01:54
Last Modified: 28 Sep 2015 01:54
URI: http://etheses.uin-malang.ac.id/id/eprint/2077

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