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PENGARUH KUALITAS PELAYANAN KARYAWAN TERHADAP KEPUASAN KONSUMEN PADA TOKO COLOMBUS KOTA KENDARI

Business UHO: Jurnal Administrasi Bisnis · Vol. 1 No. 1 (2016) · pp. 55–66

DOI
10.52423/bujab.v1i1.9550
ISSN
2503-1406
Published
2016-04-05
Publisher
Universitas Halu Oleo
Language
eng
License
creativecommons.org/licenses/by/4.0

Abstract

This study aims to determine the effect of employee service quality (SERQUAL), namely: physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) on consumer satisfaction at the Colombus Stores in Kendari City and to find out the influence of dominant service quality on customer satisfaction at the Kendari City Colombus Store. This study uses multiple linear regression analysis using the F test and t test. Simultaneous analysis results show that the physical evidence variable (tangibles) X1, reliability (reliability) X2, responsiveness (responsiveness) X3, assurance (assurance) X4, and empathy (empathy) X5, significantly influence customer satisfaction (Y) with value Fcount = 6,864 Ftable = 2,430. Partially the independent variables that influence physical evidence (tangibles) X1, reliability (reliability) X2, responsiveness (responsiveness) X3, assurance (assurance) X4, while the variable empathy (empathy) X5, no significant effect on customer satisfaction (Y).ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan karyawan (SERQUAL) yaitu: bukti fisik (tangibles), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy) terhadap kepuasan konsumen pada Toko Colombus Kota Kendari dan untuk mengetahui pengaruh kualitas layanan yang dominan terhadap kepuasan pelangaan pada Toko Colombus Kota Kendari Penelitian ini menggunakan analisis regresi linear berganda dengan menggunakan uji F dan uji t. Hasil analisis secara simultan menunjukan bahwa variable bukti fisik (tangibles) X1, keandalan (reliability) X2, daya tanggap (responsiveness) X3, jaminan (assurance) X4, dan empati (empathy) X5, berpengaruh signifikan terhadap kepuasan pelanggan (Y) dengan nilai Fhitung = 6,864 Ftabel = 2,430. Secara parsial variable bebas yang berpengaruh bukti fisik (tangibles) X1, keandalan (reliability) X2, daya tanggap (responsiveness) X3, jaminan (assurance) X4, sedangkan variable empati (empathy) X5, tidak bepengaruh signifikan terhadap kepuasan pelanggan (Y).

Keywords

Collaboration network of the authors

40 authors · 140 co-authorship links · showing the 40 most connected

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  • Universitas Halu Oleo
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Muhammad YusufUniversitas Halu Oleo4
Rina AstarikaAffiliation unknown4
Sartono SartonoUniversitas Halu Oleo3
La Ode Muhammad MunadiAffiliation unknown3
Deki ZulkarnainUniversitas Halu Oleo3
Muh AmirUniversitas Halu Oleo2
La Ode AslimUniversitas Halu Oleo2
La Ode Arsad SaniUniversitas Halu Oleo2
Hairil A HadiniAffiliation unknown2
Arifin UthaUniversitas Halu Oleo2
Jamal BakeAffiliation unknown2
Ryan Julio Dwi PutraUniversitas Halu Oleo1
Darmin TuwuUniversitas Halu Oleo1
Muhammad ArsyadUniversitas Halu Oleo1
Bakri YusufUniversitas Halu Oleo1
Sarmadan SarmadanAffiliation unknown1
Megawati Asrul TawuloAffiliation unknown1
La Ode Muhammad ElwanUniversitas Halu Oleo1
Fera Tri SusilawatyUniversitas Halu Oleo1
Faturachman Alputra SudirmanUniversitas Halu Oleo1
La Ode Herman HalikaUniversitas Halu Oleo1
Reski ReskiUniversitas Halu Oleo1
Marsela MarselaUniversitas Halu Oleo1
Sumal KaryaAffiliation unknown1
Natsir SandiahUniversitas Halu Oleo1
La Ode MunadiAffiliation unknown1
Ernia ErniaAffiliation unknown1
Adrianus AdrianusAffiliation unknown1
Abdul RizalAffiliation unknown1
Romualdus T.P.M.DAffiliation unknown1
Simon SiamsaAffiliation unknown1
Apolinaris S.AAffiliation unknown1
Semuel BatlajeryAffiliation unknown1
Musram AbadiUniversitas Halu Oleo1
Surahmanto SurahmantoAffiliation unknown1
Farti JuliantiAffiliation unknown1
La Ode NafiuUniversitas Halu Oleo1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/BUSSINESUHO/oai, first harvested 31 Okt 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">PENGARUH KUALITAS PELAYANAN KARYAWAN TERHADAP KEPUASAN KONSUMEN PADA  TOKO COLOMBUS KOTA KENDARI</dc:title>
	<dc:creator>Wati, Erdiana</dc:creator>
	<dc:creator>Razak, Abd Salam</dc:creator>
	<dc:creator>tawai, adrian</dc:creator>
	<dc:subject xml:lang="en-US">Administrasi Bisnis</dc:subject>
	<dc:subject xml:lang="en-US">Employee Service Quality, Consumer Satisfaction</dc:subject>
	<dc:description xml:lang="en-US">This study aims to determine the effect of employee service quality (SERQUAL), namely: physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) on consumer satisfaction at the Colombus Stores in Kendari City and to find out the influence of dominant service quality on customer satisfaction at the Kendari City Colombus Store. This study uses multiple linear regression analysis using the F test and t test. Simultaneous analysis results show that the physical evidence variable (tangibles) X1, reliability (reliability) X2, responsiveness (responsiveness) X3, assurance (assurance) X4, and empathy (empathy) X5, significantly influence customer satisfaction (Y) with value Fcount = 6,864 Ftable = 2,430. Partially the independent variables that influence physical evidence (tangibles) X1, reliability (reliability) X2, responsiveness (responsiveness) X3, assurance (assurance) X4, while the variable empathy (empathy) X5, no significant effect on customer satisfaction (Y).ABSTRAK           Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan karyawan (SERQUAL) yaitu : bukti fisik (tangibles), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy) terhadap kepuasan konsumen pada Toko Colombus Kota Kendari dan untuk mengetahui pengaruh kualitas layanan yang dominan terhadap kepuasan pelangaan pada Toko Colombus Kota Kendari Penelitian ini menggunakan analisis regresi linear berganda dengan menggunakan uji F dan uji t. Hasil analisis secara simultan menunjukan bahwa variable bukti fisik (tangibles) X1, keandalan (reliability) X2, daya tanggap (responsiveness) X3, jaminan (assurance) X4, dan empati (empathy) X5, berpengaruh signifikan terhadap kepuasan pelanggan (Y) dengan nilai Fhitung = 6,864  Ftabel = 2,430. Secara parsial variable bebas yang berpengaruh bukti fisik (tangibles) X1, keandalan (reliability)  X2, daya tanggap (responsiveness) X3, jaminan (assurance) X4, sedangkan variable empati (empathy) X5, tidak bepengaruh signifikan terhadap kepuasan pelanggan (Y). </dc:description>
	<dc:publisher xml:lang="en-US">Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2016-04-05</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:type xml:lang="en-US">Qualytative</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/BUSSINESUHO/article/view/9550</dc:identifier>
	<dc:identifier>10.52423/bujab.v1i1.9550</dc:identifier>
	<dc:source xml:lang="en-US">Business UHO: Jurnal Administrasi Bisnis; Vol 1, No 1 (2016): Business UHO: Jurnal Administrasi Bisnis; 55-66</dc:source>
	<dc:source>2503-1406</dc:source>
	<dc:source>10.52423/bujab.v1i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/BUSSINESUHO/article/view/9550/6776</dc:relation>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 Erdiana Wati, Abd Salam Razak, adrian tawai</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>