1Sri Rahayu Utami, 2Mokhamad Natsir, 3Harianto Respati
1,2,3Faculty of Economics and Human Resource Management, Universitas Merdeka, Malang
DOI : https://doi.org/10.47191/ijmra/v6-i10-07Google Scholar Download Pdf
ABSTRACT:
The results of the description of the analysis show that the respondents understand the filled out questionnaire and if asked again the respondents have a high chance to answer consistently. The results of the analysis of the tabulation results of the description of the respondents' answers were measured by statistical averages. Researchers measured respondents' perceptions using a 5-point Likert scale. Multiple linear regression processing was assisted by using the SPSS program, with the result that the data were normally distributed and there were no symptoms of heteroscedasticity. While the results of the multicollinearity and autocorrelation analysis, the VIF value on the independent variables showed that there were no symptoms of multicollinearity in the independent variables studied, meaning that there was no strong correlation between the independent variables in the regression equation model. While the calculation results show that the Durbin Watson value is concluded that there is autocorrelation in the regression equation, this can be explained that the data collected has a correlation between the observation data.
KEYWORDS:reliability, responsiveness, assurance, direct evidence, customer satisfaction
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Volume 06 Issue 10 October 2023
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