PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SULTAN DRINK

Nirwana Sampara
Jurnal Projemen UNIPA 📅 2025 Vol 12, No 2 🔗 DOI: 10.59603/projemen.v12i2.900
Abstract
This study aims to analyze the influence of service quality on customer satisfaction at Sultan Drink in Soreang District, Parepare City. Service quality is measured through five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A quantitative approach was employed using a survey method, with data collected through questionnaires. The data were analyzed using multiple linear regression with the assistance of SPSS software. The results show that both partially and simultaneously, all five dimensions of service quality have a significant influence on customer satisfaction. Among them, the reliability dimension has the most dominant effect. The coefficient of determination (R²) is 0.800, indicating that 80% of the variation in customer satisfaction can be explained by service quality, while the remaining 20% is influenced by other factors outside the model. These findings highlight the importance of improving overall service quality, particularly in reliability, to enhance and sustain customer satisfaction.
Keywords
service quality; customer satisfaction; multiple linear regression; Sultan Drink
How to Cite

Nirwana Sampara (2025). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SULTAN DRINK. Jurnal Projemen UNIPA, 12(2). https://doi.org/10.59603/projemen.v12i2.900

Nirwana Sampara, "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SULTAN DRINK," Jurnal Projemen UNIPA, vol. 12, no. 2, 2025.

Nirwana Sampara. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SULTAN DRINK." Jurnal Projemen UNIPA, vol. 12, no. 2, 2025.

Nirwana Sampara. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SULTAN DRINK." Jurnal Projemen UNIPA 12, no. 2 (2025).

Nirwana Sampara (2025) 'PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SULTAN DRINK', Jurnal Projemen UNIPA, 12(2). doi: 10.59603/projemen.v12i2.900.

Nirwana Sampara. PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SULTAN DRINK. Jurnal Projemen UNIPA. 2025;12(2).

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