Pengaruh Kualitas Pelayanan Dan Kepercayaan Pelanggan Terhadap Persepsi Pelanggan Dalam Pelayanan Publik Di Samsat Surabaya

Authors

  • Budi Winarno Universitas Muhammadiyah Surabaya
  • Ely Fauziah Universitas Muhammadiyah Surabaya
  • Hetty Murdiani Universitas Muhammadiyah Surabaya

Keywords:

Kualitas Produk, Kualitas Pelayanan, Kepuasan Konsumen

Abstract

Tujuan dari penelitian ini untuk mengetahui pengaruh kualitas pelayanan dan kepercayaan pelanggan terhadap persepsi pelanggan. Populasi dalam penelitian ini adalah konsumen sebanyak 1.855.253 dengan sample sebanyak 68 responden yang diambil dengan pendekatan probability sampling dengan teknik simple random sampling. Regresi berganda digunakan untuk pengujian hipotesis. Hasil penelitian menunjukkan ada pengaruh yang signifikan antara kualitas pelayanan dan kepercayaan pelanggan terhadap persepsi pelanggan di Samsat Surabaya.

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Published

2024-01-23

How to Cite

Winarno, B., Fauziah, E. ., & Murdiani, H. . (2024). Pengaruh Kualitas Pelayanan Dan Kepercayaan Pelanggan Terhadap Persepsi Pelanggan Dalam Pelayanan Publik Di Samsat Surabaya. Journal of Comprehensive Science (JCS), 3(1), 144–150. Retrieved from https://jcs.greenpublisher.id/index.php/jcs/article/view/596

Issue

Vol. 3 No. 1 (2024): Journal of Comprehensive Science (JCS)

Section

Articles

License

Copyright (c) 2024 Budi Winarno, Ely Fauziah, Hetty Murdiani

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