Putri, Nurulanindya (2025) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Dalam Perspektif Islam : Studi Pada Toko Umar Kurma Jalan Suka Karya, Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This study was motivated by the rapid development of the business world in Indonesia. The development of the Hajj and Umrah souvenir business in Pekanbaru had attracted significant attention from both domestic and international customers. As a result, the business generated significant profits. One example was the Umar Kurma Shop, a Hajj and Umrah souvenir shop in Pekanbaru, which provided responsive service, competitive prices, and quality products. The aim of the study was to determine the influence of service quality on customer satisfaction from an Islamic perspective. The study was conducted at the Umar Kurma Shop on Jalan Suka Karya, Panam, Pekanbaru City, Riau. The study applied a quantitative approach and simple linear regression analysis with a sample size of 96 respondents of customers shopping at the Umar Kurma Shop in Pekanbaru. The data sources of the study were from primary and secondary data. The sampling technique of the study was accidental sampling and the questionnaire was used as the data collection technique. The data analysis technique was performed by SPSS for Windows 31. The results of the study showed that the partial test results indicated a significant influence of service quality (X) on customer satisfaction (Y). Therefore, the hypothesis stating that the service quality had a positive and significant influence on customer satisfaction was accepted. Meanwhile, the correlation test results indicated that there was a strong relationship between service quality (variable X) and customer satisfaction (variable Y) at the Umar Kurma Shop in Pekanbaru city.

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