Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di HD Mart

Rudi Setiawan

Rudi Setiawan STIA YPPT Priatim Tasikmalaya

Keywords: Service Quality, Customer Satisfaction

Abstract

Customer satisfaction is an important thing that is the goal for every company, for example in supermarkets, in increasing customer satisfaction one of the keys is good service. It's the same at HD Mart , which is a place for research that researchers are researching. The purpose of this study is to find out how much influence Service Quality has on customer satisfaction. The method that the researcher uses is quantitative research, the population in this research is HD Mart customers. The data obtained is based on the results of distributing a questionnaire with 12 statements and using a Likert scale with 5 answer choices. And from the research results obtained using hypothesis testing based on the results of the correlation value of t count 3.806 > t table 1.661. So, H1 or the first hypothesis is accepted, meaning that there is an effect of Service Quality (x) on customer satisfaction (Y). and the significance value (sig) is 0.000 < 0.05. then, H1 or the first hypothesis is accepted. Or significantly influence the quality variable (X) on the customer satisfaction variable (Y). and for the magnitude of the effect obtained from the coefficient of determination test (R2) the value of R square is 13.4%

References

Customer satisfaction is an important thing that is the goal for every company, for example in supermarkets, in increasing customer satisfaction one of the keys is good service. It's the same at HD Mart , which is a place for research that researchers are researching. The purpose of this study is to find out how much influence Service Quality has on customer satisfaction. The method that the researcher uses is quantitative research, the population in this research is HD Mart customers. The data obtained is based on the results of distributing a questionnaire with 12 statements and using a Likert scale with 5 answer choices. And from the research results obtained using hypothesis testing based on the results of the correlation value of t count 3.806 > t table 1.661. So, H1 or the first hypothesis is accepted, meaning that there is an effect of Service Quality (x) on customer satisfaction (Y). and the significance value (sig) is 0.000 < 0.05. then, H1 or the first hypothesis is accepted. Or significantly influence the quality variable (X) on the customer satisfaction variable (Y). and for the magnitude of the effect obtained from the coefficient of determination test (R2) the value of R square is 13.4%