THE EFFECT OF SERVICE QUALITY ON CONSUMER SATISFACTION OF PALM SUGAR IN WEST JAVA
DOI:
https://doi.org/10.29121/granthaalayah.v7.i12.2019.316Keywords:
Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer SatisfactionAbstract [English]
This study aims to explain and determine the effect of service quality on consumer satisfaction together or partially on customer satisfaction Palm Sugar in West Java. The independent variables used in this study are Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy and the dependent variable in this study is consumer satisfaction. This research was conducted in West Java. The sample population used is palm sugar consumers. The sampling technique uses purposive sampling. The sample used in this study amounted to 100 respondents. Based on the results of the F Test in this study showed sig. F 0,000 <0.05 which means that Service Quality consisting of physical evidence, reliability, responsiveness, assurance and empathy together have a significant effect on customer satisfaction. Based on the results of the t test, it can be seen that the variables of physical service, reliability, responsiveness and empathy partially have a significant effect on customer satisfaction. T test results also indicate that the Responsiveness variable (X3) has the strongest influence compared to other variables, the Responsibility variable (X3) has a dominant influence on consumer satisfaction.
Downloads
References
Supranto, J. 2006. Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Jakarta.
Tjiptono, Fandy. 2007. Strategi Pemasaran. Yogyakarta: Andi Offset
Tjiptono, Fandy. 2007. Strategi Pemasaran Edisi kedua. Yogyakarta: Andi Offset.
Kotler, Philip and Kevin Lane Keller. 2009. Marketing management (13th ed.) New Jersey: upper Saddle River.
Zeithaml, V.A., Bitner, M. J. dan Gremler, D. D. (2009). Service Marketing-integrating customer focus across the firm (5th ed.) New York: McGraw-Hill.
Tjiptono, Fandy dan Gregorius Chandra. 2011. Service Quality & Satisfaction Edisi ketiga. Yogyakarta: Andi Offset.
Bachtiar. (2011). Analisa Faktor-Faktor yang Mempengaruhi Kepuasan Mahasiswa dalam Memilih Politeknik Sawunggalih Aji Purworejo. Dinamika Sosial Ekonomi Vol 7 No. 1.
Supranto, J. 2007. Statistik Untuk Pemimpin Berwawasan Global-Edisi Kedua. Jakarta: Salemba Empat.
Achmad, Fandy. 2007. Pengaruh Kualitas Pelayanan (Service Quality) Dalam Meningkatkan Kepuasan Konsumen (Studi pada Konsumen Rumah Makan Maibu Malang). Skripsi. Fakultas Ilmu Administrasi Universitas Brawijaya Malang.
Ermawati, Wahyu Putri. 2010. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Rumah Makan Saboten Shokudo Malang. Skripsi. Fakultas Ekonomi dan Bisnis Universitas Brawijaya Malang.
Lauw Jessica dan Kunto Sondang Yohanes. 2013. Analisa Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di The Light Cup Cafe Surabaya Town Square dan The Square Surabaya. Jurnal. Manajemen Pemasaran Universitas Kristen Petra. Vol.1, No.1.
Akbar, Muhammad. 2016. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Pada Pengunjung Wisata Kampung Kidz Kota Batu). Skripsi. Fakultas Ekonomi dan Bisnis Universitas Brawijaya Malang.
Downloads
Published
How to Cite
Issue
Section
License
With the licence CC-BY, authors retain the copyright, allowing anyone to download, reuse, re-print, modify, distribute, and/or copy their contribution. The work must be properly attributed to its author.
It is not necessary to ask for further permission from the author or journal board.
This journal provides immediate open access to its content on the principle that making research freely available to the public supports a greater global exchange of knowledge.