PENGARUH KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN TERHADAP PENGGUNAAN VENDING MACHINE PADA PT RAILINK CABANG MEDAN

Abstract

ABSTRACT
This study aims to empirically test the effect of service quality and customer satisfaction on the use of vending machines at PT Railink Medan Branch. This research is a quantitative research. The data source used in this study is primary data that is a data source in the form of objects, things or people where the researcher observes, reads and asks about data that will be used as a data source. The method used is the method of multiple linear regression analysis and hypothesis testing using SPSS version 20.
The results obtained from the classical assumption test show that the multiple linear regression model is feasible to do research, while for the hypothesis test shows that Service Quality is service quality, physical evidence (tangibility), reliability (reability), response (responsiveness), guarantee ( assurance) and empathy (empathy), there is a significant influence on the satisfaction of airport train service users. In addition the R square value of 0.627 or 62.7% is obtained which means that the variable is free from physical evidence (tangibility), reliability (reability), response (responsiveness), guarantee (assurance), and empathy (empathy), providing almost all information needed to predict variations in the dependent variable (customer satisfaction). While the remaining 38.3% can be influenced by other variables not included in the model, for example other technology models, the principle of objectivity, etc.
Keywords: Service Quality, Service Quality, Consumer Satisfaction.