Abstract
The purpose of this study is to analyze how service quality can affect customer satisfaction. The dimensions of tangible, reliability, responsiveness, assurance, and empathy are dimensions of service quality. The dimensions of customer satisfaction are attribute related to product, attribute related to service , attribute related to purchase. To answer the problems and research objectives, data were collected from 100 respondents which were research samples where all respondents were consumers of PT. Subang Jaya Lestari Baru. Samples were selected using a total sampling technique. This research is a causal associative type of research using a questionnaire that is measured with a semantic differential scale. Furthermore, the data obtained were analyzed using SEM AMOS analysis. The results showed that the dimension of service quality that has the strongest relationship is assurance with a value of 0.800, while the dimension of customer satisfaction is the attribute associated with purchase of customer satisfaction with the strongest relationship value of 0.878. The results of this study indicate that there is a positive and significant influence on Service Quality on customer satisfaction of PT. Subang Jaya Lestari Baru. Keywords : Service Quality, Customer Satisfaction, SEM AMOS DOI : 10.7176/EJBM/12-6-10 Publication date : February 29th 2020
Highlights
The development of the property business in Indonesia continues to grow from year to year, no exception in the Greater Jakarta area
Research Method This type of research used in this study is causal associative research type, because in this study aims to determine the magnitude of the effect of service quality on customer satisfaction at PT
In accordance with the multi-dimensional and tiered model that is being developed in this study, the data analysis tool used is the Structural Equation Model (SEM), which is operated through the AMOS program
Summary
The development of the property business in Indonesia continues to grow from year to year, no exception in the Greater Jakarta area. The Indonesian Real Estate Associate that from 2012 to 2020 the property industry will continue to grow (Jaring news, 2011). The existence of several complaints from consumers and late completion of the complaint, makes the developer must be aware of the element of dissatisfaction received by consumers of the performance of the developer. If this matter is not responded well, it will adversely affect the company's performance, because customer satisfaction is one of the critical success factors of a developer. With this research a theory can be built that can function to explain, predict, and control a symptom, which respondent results are analyzed using AMOS software
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