PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI TOKO BERLIAN INDAH DI KOTA SAMARINDA

Firda Aulia 1 Catur Kumala Dewi 2 Nufitriani3

Abstract


This research aims to determine and analyze the influence of service quality which includes physical evidence, reliability, responsiveness, guarantee and empathy on customer satisfaction at the Berlian Indah Shop in Samarinda City. The theoretical basis used in this research includes service quality on customer satisfaction.

 

This research was conducted on visitors to the Berlian Indah Shop, the research population used the unknown population category and the sample taken was 99 respondents using the Non Probability Sampling method with a sampling technique using purposive sampling. Data collection was carried out by distributing questionnaires from Google Form using a Linkert scale to measure each indicator.

 

The results of this research show that 1) Physical Evidence has a significant effect on customer satisfaction. This means that the better the physical evidence displayed, the greater the customer satisfaction Berlian Indah Store will increase. 2) Reliability has a significant effect on customer satisfaction. This means that the better the reliability of the service provided, the more customer satisfaction will increase, which will support the organizational goals of Berlian Indah Store. 3) Responsiveness influences customer satisfaction at the Berlian Indah Store. This means that the higher the responsiveness provided, the greater the customer satisfaction of Toko Berlian Indah will increase. 

Keywords


Service Quality, Physical Evidence, Reliability, Responsiveness, Guarantee, Empathy, Customer Satisfaction, Berlian Indah Store

Full Text:

PDF

References


Alida Palitati. 2014. Tekhnik Menguku dan Strategi Meningkatkan Kepuasan Pelanggan. Jakarta: PT. Gramedia Pustaka Utama.

Cornelius, Prihandoyo. 2019. PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN JNE CABANG BALIKPAPAN. No.1. Vol. 10. Jurnal Geoekonomi Uniba

Ghozali, Imam. 2013. Aplikasi Analisis Multivariate dengan Program IBM SPSS21. Edisi 7. Semarang : Badan Penerbit Universitas Diponegoro.

Misbahudin, Iqbal Hasan, (2013), Analisis Data Penelitian Dengan Statistik, Jakarta, Bumi Aksara.

Mulyapradana, Aria. Ary Dwi Anjarini. Harnoto. 2020. Pengaruh Kualitas Pelayanan

Terhadap Kepuasan Pelanggan di PT. Tempo Cabang Tegal. No.1. Vol.3. Jurnal Jesya STIE Al-washliyah Sibolga.

Sugiyono. 2016. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung : Alfabeta.

Sugiyono. 2017. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung : Alfabeta.

Alida Palitati. 2014. Tekhnik Menguku dan Strategi Meningkatkan Kepuasan Pelanggan. Jakarta: PT. Gramedia Pustaka Utama.




DOI: https://doi.org/10.31293/jma.v13i2.7829

Refbacks

  • There are currently no refbacks.