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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Toko Ritel Dh Mart Tulungagung

Author

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  • ANASRULLOH, MUHAMMAD

Abstract

Kepuasan konsumen atau pelanggan merupakan kunci dalam menciptakan loyalitas pelanggan yaitu dengan memberinkan kualitas pelayan yang baik. Banyak manfaat yang diterima oleh perusahaan dengan tercapainya tingkat kepuasan pelanggan yang tinggi, yakni selain dapat meningkatkan loyalitas pelanggan tapi juga dapat mencegah terjadinya perputaran pelanggan, mengurangi sensitivitas pelanggan terhadap harga, mengurangi biaya kegagalan pemasaran, mengurangi biaya operasi yang diakibatkan oleh meningkatnya jumlah pelanggan, meningkatkan efektivitas iklan, dan meningkatkan reputasi bisnis Penelitian ini bertujuan untuk mengetahui apakah kualitas pelayanan berpengaruh terhadap kepuasan konsumen Toko Retail DH Mart Tulungagung. Populasi dalam penelitian ini adalah konsumen Toko Retail DH Mart Tulungagung. Dalam penelitian ini data dikumpulkan dengan metode kuesioner terhadap 80 orang responden, yang bertujuan untuk mengetahui tanggapan responden terhadap masing – masing variabel. Analisis yang digunakan meliputi uji validitas, uji reliabilitas, uji normalitas, analisis regresi linear sederhana, uji hipotesis dengan uji t. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan konsumen Toko Retail DH Mart Tulungagung.

Suggested Citation

  • Anasrulloh, Muhammad, 2018. "Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Toko Ritel Dh Mart Tulungagung," OSF Preprints 9uedy, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:9uedy
    DOI: 10.31219/osf.io/9uedy
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