PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SUATU SUPERMARKET DI KOTA BANDUNG

Widiawati Widiawati

Abstract


Supermarkets that are the object of this research are the first companies that sell in supermarkets (supermarkets), before the proliferation of other companies engaged in similar fields. Even now it is faced with competition not only with supermarkets, but competitors coming from department stores, mini markets and even foreign hypermarkets. Therefore it is important for companies to anticipate any changes that occur in the business environment. A marketing orientation that focuses on customer satisfaction is an alternative choice to face the competition. The research method used is descriptive method with a quantitative approach. The results of the study revealed that there was an effect of service quality on customer satisfaction 21.81% while the rest was influenced by other factors not examined.

Full Text:

Untitled

References


Irawan, H. (2002). 10 Prinsip Kepuasan Pelanggan. Jakarta: Gramedia Pustaka Utama.

Kotler, P. (2003). Marketing Management. New Jersey: Prentice Hall.

Lupiyoadi, R. (2001). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.

Siegel, S. (1997). Statistik Non Parametrik (Untuk Ilmu-ilmu Sosial). Jakarta: Gramedia Pustaka Utama.

Sudjana. (1996). Statistika. Bandung: Tarsito.

Sugiyono. (2013). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.

Sugiyono. (2014). Statistika: Pendidikan, Sosial, Ekonomi, Komunikasi, dan Bisnis. Bandung: Alfabeta.

Zeithaml, V.A. & Britner, M. J. (2000). Service Marketing: Integrating Customer Focus Across the Firm. New York: Irwin McGraw-Hill.




DOI: https://doi.org/10.15575/jk.v1i1.4146

Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Widiawati Widiawati

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

________________________________________________________________________

E - ISSN : 2622-6103


KELOLA is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.>

 

Published by : PUSAT KAJIAN Fakultas Ilmu Sosial dan Ilmu Politik UIN Sunan Gunung Djati Bandung

Flag Counter

 


View My Stats