Pengaruh Kualitas Pelayanan Ritel Terhadap Kepuasan Konsumen(Studi Kasus ACE Hardware Jakarta)
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Institusion
Universitas Bakrie
Author
Marsena, Kevin
Subject
Customer Behavior
Datestamp
2016-03-11 02:35:51
Abstract :
Service quality is the level of excellence expected and control over the level of excellence to gain customer satisfaction. The purpose of this study was to determine whether Retail Service Quality Scale consisting of physical aspects, reliability, personal interaction, problem solving, and policy influence on customer satisfaction and analyzing the most dominant factor influencing customer satisfaction in the ACE Hardware Jakarta. The survey was conducted using questionnaires distributed directly to the 150 respondents were selected by non-probability sampling technique (non-probability sampling). Meanwhile, the testing is done by using multiple regression analysis results indicate that the variable physical aspects, reliability, personal interaction, problem solving, and policy on service quality has a positive and significant effect on customer satisfaction in the ACE Hardware Jakarta.
Service quality is the level of excellence expected and control over the level of excellence to gain customer satisfaction. The purpose of this study was to determine whether Retail Service Quality Scale consisting of physical aspects, reliability, personal interaction, problem solving, and policy influence on customer satisfaction and analyzing the most dominant factor influencing customer satisfaction in the ACE Hardware Jakarta. The survey was conducted using questionnaires distributed directly to the 150 respondents were selected by non-probability sampling technique (non-probability sampling). Meanwhile, the testing is done by using multiple regression analysis results indicate that the variable physical aspects, reliability, personal interaction, problem solving, and policy on service quality has a positive and significant effect on customer satisfaction in the ACE Hardware Jakarta.
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