Analisis Store Image dan Service Quality dalam Meningkatkan Kepuasan Konsumen
Abstract
The research was aimed at determining the influence of store image and service quality in increasing customer satisfaction. The research methods applied were descriptive and associative with quantitative approach. The sampling technique applied was probability sampling by means of simple random sampling approach. The amount of samples deployed were amount to 186 respondents. The technique of analyzing data applied was multiple linear regression analysis technique with the help of SPSS 24 application.The results of the research show that the influence of store image was positive and significant towards customer satisfaction which is amounted to 0.743; thus, the influence of service quality is also positive and significant towards customer satisfaction which is amounted to 0.787. Subsequently, the result conveys that the influence of store image and service quality is aggregated to 65.6% and the epsilon or namely the remaining independent influence caused by other variables not explained in the research is aggregated to 34.4%. Conclusion, there is a positive and significant effect between store image and service quality on consumer satisfactionKeywords: Store Image, Service Quality, Customer Satisfaction
References
Badan Ekonomi Kreatif Indonesia. (2016). Infografis Ringkasan Data Statistik Ekonomi Kreatif Indonesia. Jakarta: Badan Pusat Statistik
Daniaty, M. (2017). Analisis Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Nasabah Serta Dampaknya Terhadap Loyalitas Nasabah Pada Bank Bjbs Kcp Ciputat.
Daryanto, Ismanto Setyobudi. (2014). Konsumen dan Pelayanan Prima. Malang: Gaya Media.
Fandy Tjiptono. (2014). Pemasaran Jasa (Prinsip, Penerapan, Penelitian). Yogyakarta. Andi.
Hendri, Ma’ruf. (2005). Pemasaran Ritel. Jakarta : PT Gramedia Pustaka Utama
Kotler, Philip and Kevin Lane Keller, (2016). Marketing Managemen, 15th Edition, Pearson Education,Inc.
Kusdayanti, N. (2016). Pengaruh Citra Koperasi Dan Kualitas Pelayanan Terhadap Kepuasan Anggota Koperasi Pegawai Republik Indonesia Setia Kecamatan Mojotengah Kabupaten Wonosobo
Lupiyoadi, Rambat. (2013). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat
Safitri, E., Rahayu, M., & Indrawati, N. K. (2016). Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan Service Center (Studi Pada Pelanggan Samsung Service Center di Kota Malang). Jurnal Ekonomi Bisnis, 21(1), 90–104.
Sangadji, E.M dan Sopiah. (2013). Perilaku Konsumen (Pendekatan Praktis). Yogyakarta: Andi
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: ALFABETA
Sylvia Maria . (2003) Hubungan Citra Toko Dengan Kepuasan Konsumen Pada Pasar Swalayan Bp Surabaya, Unitas, 11(1)
Daniaty, M. (2017). Analisis Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Nasabah Serta Dampaknya Terhadap Loyalitas Nasabah Pada Bank Bjbs Kcp Ciputat.
Daryanto, Ismanto Setyobudi. (2014). Konsumen dan Pelayanan Prima. Malang: Gaya Media.
Fandy Tjiptono. (2014). Pemasaran Jasa (Prinsip, Penerapan, Penelitian). Yogyakarta. Andi.
Hendri, Ma’ruf. (2005). Pemasaran Ritel. Jakarta : PT Gramedia Pustaka Utama
Kotler, Philip and Kevin Lane Keller, (2016). Marketing Managemen, 15th Edition, Pearson Education,Inc.
Kusdayanti, N. (2016). Pengaruh Citra Koperasi Dan Kualitas Pelayanan Terhadap Kepuasan Anggota Koperasi Pegawai Republik Indonesia Setia Kecamatan Mojotengah Kabupaten Wonosobo
Lupiyoadi, Rambat. (2013). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat
Safitri, E., Rahayu, M., & Indrawati, N. K. (2016). Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan Service Center (Studi Pada Pelanggan Samsung Service Center di Kota Malang). Jurnal Ekonomi Bisnis, 21(1), 90–104.
Sangadji, E.M dan Sopiah. (2013). Perilaku Konsumen (Pendekatan Praktis). Yogyakarta: Andi
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: ALFABETA
Sylvia Maria . (2003) Hubungan Citra Toko Dengan Kepuasan Konsumen Pada Pasar Swalayan Bp Surabaya, Unitas, 11(1)
Published
2019-09-30
Section
Articles
