<mets:mets OBJID="eprint_11105" LABEL="Eprints Item" xsi:schemaLocation="http://www.loc.gov/METS/ http://www.loc.gov/standards/mets/mets.xsd http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-3.xsd" xmlns:mets="http://www.loc.gov/METS/" xmlns:mods="http://www.loc.gov/mods/v3" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><mets:metsHdr CREATEDATE="2026-08-10T07:25:23Z"><mets:agent ROLE="CUSTODIAN" TYPE="ORGANIZATION"><mets:name>Repository Universitas Pakuan</mets:name></mets:agent></mets:metsHdr><mets:dmdSec ID="DMD_eprint_11105_mods"><mets:mdWrap MDTYPE="MODS"><mets:xmlData><mods:titleInfo><mods:title>Analisis Kualitas Pelayanan Terhadap &#13;
Kepuasan Pelanggan Permata Sentul Golf (Studi Kasus Pada PT. Putra Sentra &#13;
Prasarana)</mods:title></mods:titleInfo><mods:name type="personal"><mods:namePart type="given">Selviana</mods:namePart><mods:namePart type="family">Febriani</mods:namePart><mods:role><mods:roleTerm type="text">author</mods:roleTerm></mods:role></mods:name><mods:name type="personal"><mods:namePart type="given">Fredi</mods:namePart><mods:namePart type="family">Andria</mods:namePart><mods:role><mods:roleTerm type="text">author</mods:roleTerm></mods:role></mods:name><mods:name type="personal"><mods:namePart type="given">Eka</mods:namePart><mods:namePart type="family">Patra</mods:namePart><mods:role><mods:roleTerm type="text">author</mods:roleTerm></mods:role></mods:name><mods:abstract>SELVIANA FEBRIANI. 021121208. Analisis Kualitas Pelayanan Terhadap &#13;
Kepuasan Pelanggan Permata Sentul Golf (Studi Kasus Pada PT. Putra Sentra &#13;
Prasarana). Di bawah bimbingan: FREDI ANDRIA dan EKA PATRA. 2025.&#13;
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas &#13;
pelayanan terhadap kepuasan pelanggan di Permata Sentul Golf. Latar &#13;
belakang penelitian didasari oleh penurunan jumlah pelanggan dan &#13;
meningkatnya keluhan selama 2021–2023 yang menunjukkan adanya&#13;
permasalahan dalam kualitas pelayanan. Metode penelitian yang digunakan &#13;
adalah kuantitatif asosiatif dengan penyebaran kuesioner kepada pelanggan &#13;
yang pernah menggunakan jasa Permata Sentul Golf. Analisis data dilakukan &#13;
menggunakan Partial Least Square (PLS-SEM) yang mencakup uji validitas, &#13;
reliabilitas, dan hipotesis.&#13;
Hasil penelitian menunjukkan bahwa kualitas pelayanan berdasarkan lima &#13;
dimensi SERVQUAL (tangible, reliability, responsiveness, assurance, dan &#13;
empathy) berada pada kategori sangat baik dengan rata-rata tanggapan 88,82%. &#13;
Dimensi assurance dan empathy memperoleh skor tertinggi, sedangkan tangible&#13;
(kebersihan dan perawatan fasilitas) terendah. Variabel kepuasan pelanggan, &#13;
yang diukur melalui kesesuaian harapan, minat beli ulang, dan kesediaan &#13;
merekomendasikan, menunjukkan mayoritas responden merasa puas.&#13;
Hasil uji hipotesis membuktikan bahwa kualitas pelayanan berpengaruh &#13;
positif dan signifikan terhadap kepuasan pelanggan dengan nilai path coefficient&#13;
0,780, T-statistic 17,633 &gt; 1,96, dan Fhitung 152,0 &gt; Ftabel 3,94. Disimpulkan &#13;
bahwa semakin baik kualitas pelayanan, semakin tinggi kepuasan pelanggan. &#13;
Manajemen disarankan meningkatkan aspek tangible agar mampu &#13;
mempertahankan loyalitas pelanggan.&#13;
Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, PLS-SEM, Permata &#13;
Sentul Golf.</mods:abstract><mods:classification authority="lcc">Manajemen pemasaran</mods:classification><mods:classification authority="lcc">Manajemen</mods:classification><mods:originInfo><mods:dateIssued encoding="iso8061">2025-12-01</mods:dateIssued></mods:originInfo><mods:originInfo><mods:publisher>Universitas Pakuan;Program Studi Manajemen</mods:publisher></mods:originInfo><mods:genre>Thesis</mods:genre></mets:xmlData></mets:mdWrap></mets:dmdSec><mets:amdSec ID="TMD_eprint_11105"><mets:rightsMD ID="rights_eprint_11105_mods"><mets:mdWrap MDTYPE="MODS"><mets:xmlData><mods:useAndReproduction>
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