PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. RAJAWALI NUSINDO CAB. BANDUNG DI WILAYAH BANDUNG

ABSTRAK Industri farmasi menjadi salah satu sektor yang ditingkatkan pada 2018, karena dianggap memberikan kontribusi yang cukup signifikan dalam pertumbuhan ekonomi. Di 2017, industri farmasi mengalami pertumbuhan 6,85%. Menurut Wakil Sekjen GP Farmasi Indonesia Kendrariadi Suhanda, saat ini pangsa pasar telah mencapai Rp 70 triliun, dan membutuhkan kenaikan 10 kali lipat dari tahun sekarang agar mampu mencapai angka Rp 700 triliun pada tahun 2025. PT. Rajawali Nusindo adalah salah satu perusahaan distribusi obat-obatan dan peralatan medis yang ada di Indonesia. Kualitas Pelayanan menjadi aspek yang sangat penting bagi perusahaan untuk meningkatkan Kepuasan Pelanggan. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh dari Kualitas Pelayanan terhadap Kepuasan Pelanggan PT Rajawali Nusindo Cab. Bandung. Jenis penelitian ini adalah penelitian kuantitatif dengan metode penelitian deskriptif kausal dengan menggunakan metode penyebaran sampel yaitu nonprobability sampling dengan sampling incidental yang disebarkan kepada 148 responden yang diperoleh dengan menggunakan pendekatan Slovin. Berdasarkan analisis deskriptif mengungkapkan besarnya nilai Kualitas Pelayanan sebesar 83,33 % dan nilai Kepuasan Pelanggan sebesar 81,41% dimana kedua variabel tersebut dinyatakan dalam kategori sangat tinggi. Sedang kan Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan sebesar 7,6% sedangkan sisanya yaitu 92,4% dijelaskan oleh variabel lain yang tidak dijelaskan dalam penelitian ini. Kata Kunci : Kualitas Pelayanan, Kepuasan Pelangga

EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PT. INDONESIAN RAILWAYS (STUDY CASE ON KRL BARAYA GEULIS)

The purpose of the author's research is to determine the response of Indonesian consumers to PT Kereta Api Indonesia on service quality and satisfaction consumers, as well as to determine the extent to which service quality affects consumers (KRLBaraya Geulis case study). To measure and analyze the relationship between variables independent on the top and variable dependent, author spreading questionnaires to 150 consumer users KRLBaraya Geulis, then use the methods of statistical analysis of the coefficient of correlation rank correlation to assess the respondent. The results of the answers are analyzed. The coefficient of determination and statistical t-test both performed by using tools SPSS 14.0. From the results of the research that the response of consumers on the quality of services and satisfaction of consumers KRLBaraya Geulis is, there is a positive relationship between the quality of service (X) and the satisfaction of the customer (X) at KRL Baraya geulis. So, the hypothesis that the author makes can be accepted, meaning that the author's hypothesis is supported by facts in the field. Statement hypothesis "Quality of service (X) has the effect that significant to the satisfaction of the customer (Y) at KRL Baraya geulis"

EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PT. INDONESIAN RAILWAYS (Study Case on KRL Baraya Geulis)

The purpose of the author's research is to determine the response of Indonesian consumers to PT Kereta Api Indonesia on service quality and satisfaction consumers, as well as to determine the extent to which service quality affects consumers (KRLBaraya Geulis case study). To measure and analyze the relationship between variables independent on the top and variable dependent, author spreading questionnaires to 150 consumer users KRLBaraya Geulis, then use the methods of statistical analysis of the coefficient of correlation rank correlation to assess the respondent. The results of the answers are analyzed. The coefficient of determination and statistical t-test both performed by using tools SPSS 14.0. From the results of the research that the response of consumers on the quality of services and satisfaction of consumers KRLBaraya Geulis is, there is a positive relationship between the quality of service (X) and the satisfaction of the customer (X) at KRL Baraya geulis. So, the hypothesis that the author makes can be accepted, meaning that the author's hypothesis is supported by facts in the field. Statement hypothesis "Quality of service (X) has the effect that significant to the satisfaction of the customer (Y) at KRL Baraya geulis"