PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA SENTRAL SWALAYAN DI KABUPATEN KENDAL

HARMAWAN, RIYADI AGUNG (2014) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA SENTRAL SWALAYAN DI KABUPATEN KENDAL. Skripsi, Fakultas Ekonomi dan Bisnis.

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Abstract

Consumer satisfaction is a person`s feelings of pleasure or disappointment that emerged after comparing the performance (results) are considered products of the expected performance. Consumer satisfaction is a significant determinant of a repeat purchase, information from positive word of mouth and consumer loyalty. Many factors can affect customer satisfaction, but in this study were analyzed through physical evidence, reliability, responsiveness, assurance and empathy. The purpose of this study is physical evidence, reliability, responsiveness, assurance and empathy The population in this study is the consumer of the Central Self, Jl. Soekarno-Hatta No.. 305, Kendal. The sample in this study is most central consumer consumer Self Kendal 100 respondents. The type of data in this study is primary data. Methods of data collection questionnaire. Multiple regression analysis techniques. The research proves that: The physical evidence significant positive effect on customer satisfaction. Reliability positive and significant effect on customer satisfaction. Responsiveness positive and significant effect on customer satisfaction. Warranty positive and significant effect on customer satisfaction. Empathy positive and significant effect on customer satisfaction.

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