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product quality, and promotion of blue bird regular taxi
2. Ha: β0 = 0, its mean there are influences of service quality,
product quality and promotion of blue bird regular taxi. To examine the influence with together independent variable
toward dependent variable, so used the creteria, as follows : Ho : Using Service quality, product quality, and promotion there
is no influence on customer satisfaction
Ha : Using service quality, product quality and promotion there is influence on customer satisfaction
. a.
If F count F tabel, so Ho is accept. It means service quality,, product quality, and promotion there is no influence
on customer satisfaction.. b.
If F count F tabel, so Ho reject. It means using service quality, product quality, and promotion there is influence on
customer satisfaction .
E. Operational Variable
Variable in this Research consist of: 1.
Independent variable
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According to cooper 2007:155, independent variable is the variable manipulated by the researcher, thereby causing an effect or
change on the dependent variable. In this research as independent variables are service quality X1 Product quality X2 and Promotion X3.
2. Dependent Variable
According to cooper 2007: 156, dependent Variable is the variable measured predicted, or otherwise monitored by researcher,
expected to be affected by manipulation of independent variable. In this Research as the dependent variable is customer satisfaction Y
Table 2.4 Operational variable service quality
Variable Dimension
Indicator Scale
Service quality
Fitzimmons 2007: 132.
Tangible 1.
Equipment 2.
Physical facility 3.
Personnel and
communication materials.
Ordinal
Reliability 1.
Service dependably
and courtesy employee
Ordinal
Responsiveness 1. Willingness to Help customers
2. provide prompt service
Ordinal
Assurance 1.
Knowledge and
politeness employee
2. Respect for customers
Ordinal
Table 2.5
Operational Variable Product Quality
Variable Dimension
Indicator Scale
