ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (STUDI KASUS: PAMELLA EMPAT SUPERMARKET)
Author(s) -
Riska Maulani,
Yunita Fitri W
Publication year - 2018
Publication title -
kajian bisnis sekolah tinggi ilmu ekonomi widya wiwaha/kajian bisnis stie widya wiwaha
Language(s) - English
Resource type - Journals
eISSN - 2622-173X
pISSN - 0854-4530
DOI - 10.32477/jkb.v26i2.125
Subject(s) - empathy , service quality , reliability (semiconductor) , customer satisfaction , sample (material) , psychology , service (business) , affect (linguistics) , quality (philosophy) , business , marketing , social psychology , power (physics) , chemistry , physics , communication , chromatography , quantum mechanics , philosophy , epistemology
The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.