Open AccessPENGARUH KUALITAS PELAYANAN DAN FASILITAS MALL TERHADAP KEPUASAN PENGUNJUNG PUSAT PERBELANJAAN MALL DI KARAWANG
Author(s) -
Budi Rismayadi,
Uus Mohammad Darul Fadli,
Flora Patricia Anggela
Publication year - 2020
Publication title -
buana ilmu
Language(s) - English
Resource type - Journals
eISSN - 2580-5517
pISSN - 2541-6995
DOI - 10.36805/bi.v4i2.1136
Subject(s) - visitor pattern , psychology , computer science , programming language
Penelitian ini bertujuan untuk mengetahui: 1) Pengaruh kualitas pelayanan terhadap kepuasan pengunjung di Mall Karawang (2) Pengaruh fasilitas mall terhadap kepuasan pengunjung di Mall Karawang dan (3) Pengaruh kualitas pelayanan dan fasilitas mall terhadap kepuasan pengunjung di Mall Karawang. Populasi penelitian ini 14,296 orang. Jumlah sampel yang digunakan 100 responden pengunjung di Mall Karawang. Teknik pengambilan sampel yang digunakan adalah teknik sampling probability. Hasil penelitian menunjukan bahwa kualitas pelayanan berpengaruh positif terhadap kepuasan pengunjung, fasilitas mall berpengaruh positif terhadap kepuasan pengunjung, kualitas pelayanan dan fasilitas mall bersama-sama berpengaruh positif terhadap kepuasan pengunjung di Mall Karawang.
Kata kunci : Kualitas Pelayanan dan Fasilitas Mall Terhadap Kepuasan Pengunjung
This study aims to determine: (1) The influence the quality service toward visitor satisfaction at Mall (2) The influence of mall facilities on visitor satisfaction at Mall Karawang and (3) The Influence of service quality and mall facilities on visitor satisfaction at Mall Karawang. The study population was 14,296 people. The number of samples used by 100 visitor responden at Mall Karawang. The sampling technique used is probability sampling technique. The resuls showed that service quality has a positive effect on visitor satisfaction, mall fasilities have a positive effect on visitor satisfaction, service quality and mall fasilities together have a positive effect on visitor satisfaction at Mall Karawang
Keysword : Quality Service and Mall Facilities Toward Visitor Satisfaction