PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. MULTI MEDIA GRAFIKA MAKASSAR

Muhammad Arfah Maulana. 2023. The Effect of Service Quality on Customer Satisfaction at PT. Multi Media Grafika Makassar, supervisor Yuswari Nur and Andi Ummul Khair.
This study aims to (1) Find out whether or not the influence of service quality is significant partially (2) Find out the significant or not of the influence of service quality simultaneously (3) Find out the most dominant variable affecting customer satisfaction of PT. Multi Media Grafika Makassar.
The research sample was 87 respondents who were customers of PT. Multi Media Grafika Makassar, the study used multiple linear regression analysis using SPSS 25.
The results of the study were (1) Reliability, Responsiveness, Assurance did not have a significant effect on customer satisfaction, while Empathy and Tangible partially had a significant effect on customer satisfaction at PT. Multi Media Grafika Makassar (2) Reliability, Responsiveness, Assurance, Empathy and Tangible simultaneously have a significant influence on customer satisfaction variables (3) The most dominant variables affect PT. Multi Media Grafika Makassar namely Empathy.