ANALYSIS OF THE EFFECT OF SERVICE QUALITY ON CUSTOMER
SATISFACTION DURING THE COVID-19 PANDEMIC
( Studi kasus Swalayan Bravo Jombang)
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Institusion
Universitas Darul ulum
Author
SAIQU, MOCHMMAD SAIQU AMRULLOH
Subject
HG Finance
Datestamp
2021-10-28 06:10:48
Abstract :
The purpose of this study is to determine the analysis of the effect of service quality on customer satisfaction at Bravo Jombang supermarkets, both simultaneously and partially and to find out which independent variables have a significant effect on customer satisfaction at Bravo Jombang supermarkets. The type of research used in this study was the questionnaire method and the number of samples in this study was 100 respondents. The sampling technique was obtained by using the snowball sampling method. The data sources use primary data and secondary data, namely literature and the internet. While the data analysis technique used in this study is quantitative analysis using analysis through the SPSS program. The results of the study based on multiple linear regression analysis using the F test, it can be concluded that the service quality variable has a simultaneous influence on customer satisfaction at Bravo Jombang supermarkets. The results of the T test can be concluded that the service quality variable has a partial effect on customer satisfaction. It was found that the variables tangibels, reliability, responsives, assurance, and empathy had a significant effect on customer satisfaction at Bravo Jombang supermarkets.
The purpose of this study is to determine the analysis of the effect of service quality on customer satisfaction at Bravo Jombang supermarkets, both simultaneously and partially and to find out which independent variables have a significant effect on customer satisfaction at Bravo Jombang supermarkets. The type of research used in this study was the questionnaire method and the number of samples in this study was 100 respondents. The sampling technique was obtained by using the snowball sampling method. The data sources use primary data and secondary data, namely literature and the internet. While the data analysis technique used in this study is quantitative analysis using analysis through the SPSS program. The results of the study based on multiple linear regression analysis using the F test, it can be concluded that the service quality variable has a simultaneous influence on customer satisfaction at Bravo Jombang supermarkets. The results of the T test can be concluded that the service quality variable has a partial effect on customer satisfaction. It was found that the variables tangibels, reliability, responsives, assurance, and empathy had a significant effect on customer satisfaction at Bravo Jombang supermarkets.
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