Analisis Pengaruh Dimensi Kualitas Layanan Terhadap Kepuasan Konsumen Pada Carrefour Indonesia
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Institusion
STIE Indonesia Banking School
Author
Dimita, Puti Naisha
Subject
HD28 Management. Industrial Management
Datestamp
2024-06-25 07:56:15
Abstract :
The purpose of this research is to study the effect dimention of service quality to consumer satisfaction in Carrefour Indonesia. There are five independent variables and one dependent variable. The independent variabels are tangible, responsiveness, reliability, emphaty, and assurance. The dependent variable is consumer satisfaction. The samples are obtained from the sample of 100 consumer of Carrefour Indonesia, Lebak Bulus, South Jakarta. The statistic method used are test of validity, test of reliability, test of normality, multiple regression analysis, and classical assumption test The result of this research shows that tangible has positive significant effect to consumer satisfaction, responsiveness has no positive significant effect to consumer satisfaction, reliability has no positive significant effect to consumer satisfaction, emphaty has positive significant effect to consumer satisfaction, and assurance has positive significant effect to consumer satisfaction. Variable of Emphaty has dominant effect to consumer satisfaction. Keywords: Service Quality, Tangible, Responsiveness, Reliability,Emphaty, Assurance, Consumer Satisfaction
The purpose of this research is to study the effect dimention of service quality to consumer satisfaction in Carrefour Indonesia. There are five independent variables and one dependent variable. The independent variabels are tangible, responsiveness, reliability, emphaty, and assurance. The dependent variable is consumer satisfaction. The samples are obtained from the sample of 100 consumer of Carrefour Indonesia, Lebak Bulus, South Jakarta. The statistic method used are test of validity, test of reliability, test of normality, multiple regression analysis, and classical assumption test The result of this research shows that tangible has positive significant effect to consumer satisfaction, responsiveness has no positive significant effect to consumer satisfaction, reliability has no positive significant effect to consumer satisfaction, emphaty has positive significant effect to consumer satisfaction, and assurance has positive significant effect to consumer satisfaction. Variable of Emphaty has dominant effect to consumer satisfaction. Keywords: Service Quality, Tangible, Responsiveness, Reliability,Emphaty, Assurance, Consumer Satisfaction
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