Kurniawan, Indra (2013) Kualitas Pelayanan dan Pengaruhnya terhadap Kepuasan Pelanggan Studi di Mitra Swalayan. EKSIS Jurnal Ekonomi dan Bisnis, 8 (3). ISSN 1907-7513
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Abstract
Abstract: This research aimed to analyze deeply about the influence of service quality to customer satisfaction at Mitra Swalayan Jombang, which was done in the beginning of 2013. The kind of research was descriptive quantitative, by using double linear regression. The respondents involved in the research (100 respondents) were the consumer of Mitra swalayan and taken by accidental sampling. The result showed that the independent variables which are consist from: Tangibles (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), Empathy (X5), partially and simultaneity influenced to Customer satisfaction (Y). Hence, it is suggested to the company to pay attention to such kinds of variables especially to variable assurance (X4), so the customers will be always loyal to choose Mitra Swalayan as their destination. Keywords: Service, Quality, influence, customer, satisfaction.
| Item Type: | Article |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Lecturer Journal |
| Depositing User: | Users 1 not found. |
| Date Deposited: | 23 Jan 2020 07:32 |
| Last Modified: | 23 Jan 2020 07:32 |
| URI: | http://repository.stiedewantara.ac.id/id/eprint/1025 |
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