Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Toko Yoehan Wanaherang Bogor

Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Toko Yoehan Wanaherang Bogor

• By Suharyadi, Dedi;
• Jurnal Nasional Terakreditasi
• 333
• 197-203

One of the goals to be achieved by the company is how to provide satisfactory service to its customers in order to increase corporate image. Good service quality will be an advantage for the company. If a company has got a positive value in the eyes of consumers, then the consumer will provide good feedback so it is not likely to be a regular customer. This study aims to determine the effect of service quality on customer satisfaction at Toko Yoehan located in Wanaherang Village. The method used is purposive sampling where the authors use their own considerations by way of deliberate in selecting members of the population who are considered to provide the necessary information and in accordance with the desired criteria of Yoehan Store customers. Analyzer used is test of validity, reliability test, simple regression analysis and coefficient of determination. Result of research by using simple regression analysis yield regression equation: Ŷ = 8,216 + 0,709X where Constanta (a) = 8,216 show constant value, where if variable X = 0 then customer satisfaction Toko Yoehan (Ŷ) = 8,216. Based on t test can be seen that the level of significance 0.000 smaller than 0.050 then it can be said the quality of service has a positive effect on customer satisfaction. Application of service quality variable (X) to Customer Satisfaction variable (Y) has a correlation coefficient (R Square) of 0.402 or 40.2% can be said that changes in customer satisfaction can be explained through the service kulaitas while the remaining 59.8% described other variables. R value of 0.634 or 63.4% means there is a strong relationship between service quality and customer satisfaction.

• Katakunci Service Quality, Consumer Satisfaction.
• URL http://ejournal.nusamandiri.ac.id/ejurnal/index.php/jitk/article/view/673
• Penerbit Jurnal JITK (Jurnal Ilmu Pengetahuan Dan Teknologi Komputer), Jakarta DKI Jakarta

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