PENGARUH RETAIL SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN DI LUWES LOJI WETAN SURAKARTA TAHUN 2013

AFIFAH, SOFI HANIFATI (2013) PENGARUH RETAIL SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN DI LUWES LOJI WETAN SURAKARTA TAHUN 2013. Other thesis, Universitas Sebelas Maret.

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    Abstract

    Sofi Hanifati Afifah. EFFECT OF RETAIL SERVICE QUALITY ON CUSTOMER SATISFACTION IN LUWES LOJI WETAN SURAKARTA OF 2013. Thesis. Teacher Training and Education Faculty, Sebelas Maret University of Surakarta. September 2013. The purposes of this study were to determine: (1) the effect of the physical aspects to the customer satisfaction in Luwes Loji Wetan Surakarta; (2) the effect of reliability to the customer satisfaction in Luwes Loji Wetan Surakarta; (3) the effect of personal interaction to the customer satisfaction in Luwes Loji Wetan Surakart; (4) the effect of problem solving to customer satisfaction in Luwes Loji Wetan Surakarta; (5) the effect of policy to the customer satisfaction in Luwes Loji Wetan Surakarta; (6) the effect of retail service quality includes of physical aspects, reliability, personal interaction, problem solving, and policy simultaneously to the customer satisfaction in Luwes Loji wetan Surakarta. The research method used descriptive quantitative method. The research population is all of customers who shopped at Luwes Loji Wetan with a sample of 100 respondents. The data analysis technique used the multiple linear regression analysis technique. The research can be concluded that: (1) physical aspects is significantly and positively affect to the customer satisfaction of Luwes Loji Wetan Surakarta with result 3.045>1.985 and probability value of 0.003<0.05. (2) reliability is significantly and positively affect to the customer satisfaction of Luwes Wetan Surakarta with result 2.319>1.985 and probability value of 0.023<0.05. (3) personal interaction is significantly and positively affect to the customer satisfaction of Luwes Loji Wetan Surakarta with result of 2.316>1.985 and probability value of 0.023<0.05. (4) problem solving is significantly and positively affect to the customer satisfaction in Luwes Loji Wetan Surakarta with result of 2,247>1.985 and probability value of 0.027<0.05; (5) policy is significantly and positively affect to the customer satisfaction of Luwes Loji Wetan Surakarta with results 2.433 > 1.985 and probability values of 0.016>0.05; (6) there is a significant and positive affect between retail service quality simultaneously to the customer satisfaction of Luwes Loji Wetan Surakarta. These results can be known through the F test results obtained probability value of 0.000<0.05. Keywords: Retail Service Quality; Physical Aspects; Reliability, Personal Interaction; Problem Solving; Policy, and Customer Satisfaction. Sofi Hanifati Afifah. PENGARUH RETAIL SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN DI LUWES LOJI WETAN SURAKARTA TAHUN 2013. Skripsi. Fakultas Keguruan dan Ilmu Pendidikan Universitas Sebelas Maret Surakarta. September 2013. Tujuan penelitian ini adalah adalah untuk mengetahui: (1) pengaruh physical aspects terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta. (2) pengaruh reliability terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta. (3) pengaruh personal interaction terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta. (4) pengaruh problem solving terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta. (5) pengaruh policy terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta. (6) pengaruh retail service quality yang terdiri dari physical aspects, reliability, personal interaction, problem solving, dan policy secara stimultan terhadap kepuasan pelanggan di Luwes Loji wetan Surakarta. Metode penelitian yang digunakan dalam penelitian ini adalah metode desktriptif kuantitatif. Populasi dalam penelitian ini adalah seluruh pelanggan yang telah berbelanja di Luwes Loji wetan dengan sampel sebanyak 100 responden. Teknik analisis data yang digunakan adalah teknik analisis regresi linier berganda. Hasil dari penelitian ini dapat disimpulkan bahwa: (1) physical aspects berpengaruh secara signifikan dan positif terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta dengan hasil 3,045>1,985 dan nilai probabilitas sebesar 0,003<0,05. (2) reliability berpengaruh secara signifikan dan positif terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta dengan hasil 2,319>1,985 dan nilai probabilitas sebesar 0,023<0.05. (3) personal interaction berpengaruh secara signifikan dan positif terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta dengan hasil 2,316>1,985 dan nilai probabilitas sebesar 0,023<0.05. (4) problem solving berpengaruh secara signifikan dan positif terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta dengan hasil 2,247>1.985 dan nilai probabilitas sebesar 0,027<0.05. (5) policy berpengaruh secara signifikan dan positif terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta dengan hasil 2,433>1.985 dan nilai probabilitas 0,016<0.05. (6) terdapat pengaruh yang signifikan dan positif antara retail service quality secara simultan terhadap kepuasan pelanggan di Luwes Loji Wetan Surakarta. Hasil ini dapat diketahui melalui hasil uji F diperoleh nilai probabilitas sebesar 0,000<0,05. Kata Kunci: Retail Service Quality; Phyisical Aspects; Reliability; Personal Interaction; Problem Solving; Policy dan Kepuasan Pelanggan

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HB Economic Theory
    L Education > L Education (General)
    Divisions: Fakultas Keguruan dan Ilmu Pendidikan > Pendidikan Ekonomi
    Depositing User: Tri Wahyu Prasetyo
    Date Deposited: 17 Apr 2014 22:52
    Last Modified: 17 Apr 2014 22:52
    URI: https://eprints.uns.ac.id/id/eprint/11832

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