PENGARUH DAYA TANGGAP, KEANDALAN DAN KEPEDULIAN TERHADAP KEPUASAN MASYARAKAT PADA PT. X

Abstract

This study aims to determine and explain the influence of Responsiveness, Reliability and Concern on Community Satisfaction at PT. X Medan Representative. This data collection was through interviews, questionnaires and documentation studies. The research method used was quantitative, with 96 respondents taken using the Slovin formula. Data analysis in this study used SPSS version 25. The results of this study indicate that there is a relationship between the independent variables, namely Responsiveness, Reliability and Concern on the dependent variable, namely Community Satisfaction. From the results of the simultaneous F test, it is shown that the F count value is (53.439) > F table (2.704) with a significance level of 0.000 < (0.05) it can be concluded that simultaneously the variables of Responsiveness, Reliability and Concern have a significant effect on Community Satisfaction. From the results of partial testing (t-test) obtained the value of Responsiveness tcount (2.799) > ttable (1.986), Reliability tcount (3.147) > ttable (1.986) and Concern tcount (5.609) > ttable (1.986). This means that Responsiveness, Reliability and Concern have a positive and significant effect on Community Satisfaction at PT. X Medan Representative. From the results of the discussion of multiple linear regression KM = 3.381 + 0.153 (DT) + 0.299 (KA) + 0.502 (KP) + e. It can be concluded that Responsiveness, Reliability and Concern have a positive and significant effect on Community Satisfaction at PT. X Medan Representative. The coefficient of determination (R Square) is 0.635. This means that 63.5% of customer satisfaction can be explained by responsiveness, reliability, and concern, while the remaining 36.5% can be explained by other factors such as physical evidence, location, and assurance.