Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Pembelian Dress Anak Di Brand Infine (Studi Kasus Pada Pelayanan Di Sogo Big Mall Samarinda)

Abstract

The purpose of this study was to determine the effect of Tangible, Emphaty, Reliability, Responsiveness, Assurance both partially and simultaneously on the Customer Satisfaction In Purchasing Children’s Dress At Infine Brand (Case Study On Service At Sogo Bigmall Samarinda.

This research was conducted at Brand Infine Sogo Bigmall samarinda. Samples taken as many as 96 respondents with the Non Probability Sampling method with sampling techniques using Simple Random Sampling.The analytical tool in the study used multiple linear regression analysis using SPSS v23 statistical program tools. Analysis test equipment includes validity test, reliability test and multiple linear regression analysis.

The results showed that : 1.)Tangible has a significant effect on customer satisfaction at the Brand Infine Sogo Bigmall Samarinda. 2.)Empathy has a significant effect on customer satisfaction at the Brand Infine Sogo Bigmall Samarinda. 3.)Reliability has no significant effect on customer satisfaction at the Brand Infine Sogo Bigmall Samarinda. 4.)Responsiveness has a significant effect on customer satisfaction at Brand Infine Sogo Bigmall Samarinda. 5.)Assurance has no significant effect on customer satisfaction at Brand Infine Sogo Bigmall Samarinda. 6.)Tangible, empathy, reliability, responsiveness, and assurance together have a significant effect on customer satisfaction at the Brand Infine Sogo Bigmall Samarinda