PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PT. BERKAT JAYA ABADI TRANS SURABAYA

Abstract

This research is aimed to find out the influence of service quality which consists of physical evidence,
reliability, responsiveness, assurance and empathy to the consumersatisfaction at PT. Berkat Jaya
Abadi Trans Surabaya. The population is all consumer who have ever used freight forwarding service
at PT. Berkat Jaya Abadi Trans Surabaya. The samples are 83 people. The research sample has been
done by using accidental. Meanwhile, the analysis technique has been carried out by using multiple
linear regressions.The result of this research shows that service quality which consists of the variables
of physical evidence, reliability, responsiveness, assurance and empathy have significant influence to
the consumer satisfaction. The result of coefficient correlation shows that among independent variable
to the consumer satisfaction has close correlation i.e. 0.929. The result fof the test shows that partially
service quality which consists of physical evidence, reliability, responsiveness, assurance and empathy
have significant influence to the consumer satisfaction at PT. Berkat Jaya Abadi Trans Surabaya. The
variable of responsiveness has dominant influence to the consumer satisfaction at PT. Berkat Jaya
Abadi Trans
Surabaya.

Keywords: dimentions of service quaility, partial effect test, consumersatisfaction.