Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Salon dan Spa Muslimah Di Kelurahan Tuah Karya Kecamatan Tampan Kota Pekanbaru

Hidayati, Nur (2020) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Salon dan Spa Muslimah Di Kelurahan Tuah Karya Kecamatan Tampan Kota Pekanbaru. Other thesis, Universitas Islam Riau.

Text 172310228.pdf - Submitted Version Download (3MB)

Abstract

This study is motivated by the increasing demand of Muslim women for doing beauty treatments in privacy. The problem formulation of this study is whether physical evidence, reliability, response, assurance and empathy (variable X) influence the customer satisfaction (variable Y) at Muslimah salon and SPA. The aim of this study is to investigate the influence of physical evidence, reliability, response, assurance and empathy (variable X) on customer satisfaction (variable Y) at the Muslimah Salon and SPA. The model of this study is a causality model or influencing relationship. The method of this study is a quantitative approach method. The subject of this study is the customers of Muslimah Salon and SPA in Tuah Karya Sub-district, Tampan District, Pekanbaru City, and the object is the service quality. The population of this study consists of 1,656 people, while the sample taken is 92 people. The sampling technique used is random sampling, while the data collection technique used is questionnaires. In analyzing the data, multiple linear regression analysis is used with the calculation process performed by SPSS for window 23.0. Based on the study, the results of partial test show that there is a significant influence of service quality (variable X) on customer satisfaction (variable Y) at Muslimah Salon and SPA, it can be seen from the t-count of physical evidence (X1) of 4.663> t-table of 1.662, the t-count of reliability (X2) of 2.048> t-table of 1.662, the t-count of response (X3) of 2.178 > t-table of 1.662, the t-count of assurance (X4) of 2.060> t-table of 1.662 and the t-count of empathy (X5) of 2.097> t-table of 1.662. The correlation coefficient value is 0.860, so it is included in the category of having a very strong relationship. In conclusion, the influence of service quality on customer satisfaction at Muslimah Salon and SPA in Tuah Karya Sub-district, Tampan District, Pekanbaru City is very strong.

Actions (login required)

View Item