PENGARUH KOMUNIKASI INTERPERSONAL DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN
Abstract: The General purpose
of study was to determine the presence or absence of the influence of
interpersonal communication and service quality toward consumer satisfaction.
The hypothesis of this study is that there is the influence of interpersonal
communication and service quality toward consumer satisfaction. The subject of
this study were consumers who had visited Kalimilk. The subject of this study
consisted of men and women aged 18-23
years, totaling 60
people at try
out and 60
people at the
time of the
study data collection. Data
collected through the scale is was
propagated to the subject of research. The data is was then
statistically analyzed using multiple regression analysis with SPSS version
16.0 for Windows. The analysis found that the value R = 0.777 with p = 0.000 (p
<0.01). The magnitude
of the coefficient
of determination (R-Square)
interpersonal communication
and service quality
to consumer satisfaction
at 60.3% (0.603).
The general conclusion of this study is was there is was a very
significant positive effect between
interpersonal communication and
service quality toward
consumer satisfaction. The higher
the interpersonal communication
skills and services
quality provided employees the higher the consumer satisfaction.
Penulis: Enggarayu Weningtyas,
Miftahun Ni'mah Suseno
Kode Jurnal: jppiodd120056
