Service Quality and Its Impact on Consumer Satisfaction
DOI:
https://doi.org/10.54099/aijms.v2i2.660Keywords:
Service Quality, Custumer SatisfactionAbstract
One of the reasons a company continues to exist is because of its ability to satisfy consumers. Satisfied consumers will survive while those who are dissatisfied will move elsewhere. This study aims to determine the effect of the quality of services provided by PT. New Inti Furnindo for customer satisfaction. The population in this study were 10,338 consumers who shopped at PT. New Inti Furnindo Pekanbaru. Thus the number of samples is 99 consumers. From the results of the analysis it can be concluded that service quality has a significant effect on customer satisfaction at PT. New Inti Furnindo Pekanbaru. The value of R square (R2) was obtained at 0.623 or 62.3% while 37.7% was influenced by other variables that were not in this study.Keywords:Service Quality, Customer Satisfaction
References
Abdullah, T and Tantri F. (2014). Marketing Management. Depok: PT. King of Grafindo Persada
Ansori, PB (2018). The Influence of Relationship Marketing on Customer Loyalty at PT.MPM Finance, Panam Pekanbaru Branch. Development Journal. Vol.6 No.1 June 2018, pages 33- 46.
Ansori, PB (2020). The Effect of Price, Location and Product Quality on Consumer Purchasing Decisions Cv. Zafira Teknik Pekanbaru. Eco and Business: Riau Economic and Business Review, 11(1), 11–19.
Budiarno, Udayana Ida Bagus Nyoman, Lukitaningsih Ambar (2022). The Effect of Service Quality, Product Quality, on Customer Satisfaction in Forming Customer Loyalty. Equilibrium: Journal of Education and Economic Research. Volume 19, Issue 02, July 2022. Pages 226-233
Daryanto, (2018). Marketing Management. Bandung: Sari Lectures, Printing 6, Satu Nusa.
Harwina, Y. (2021). The Effect of Service Quality on Consumer Satisfaction: A Case Study of the Hospitality Industry in Pekanbaru Indonesia. ADPEBI International Journal of Business and Social Science, 1(1), Article 1. https://doi.org/10.54099/aijbs.v1i1.36
Hasan, H. (2015). Marketing and Selected Cases. Yogyakarta: CAPS (Center for Academic Publishing Service).
Iskamto, D. (2017). Analisis Customer Satisfaction Alfa Mart Kalisari Jakarta. Jurnal Ekonomi Bisnis, 8(1), 13.
Iskamto, D., & Karim, K. (2021). What Are The Factors That Encourage People To Keep Buying Newspapers In The Digital Age? Proceedings of the Second Asia Pacific International Conference on Industrial Engineering and Operations Management Surakarta, 9.
Iskamto, D., Hendrayani, H., Dehotman, C., Wahab, W., Liyas, J. N., Syahsudarmi, S., & Asnahwati, A. (2023). Does store atmosphere support consumers’ desire to shopping? Jurnal Pemasaran Kompetitif, 6(2), Article 2. https://doi.org/10.32493/jpkpk.v6i2.27344
Ismail taupik and Yusuf Ramayani (2021). The Effect of Service Quality on Customer Satisfaction at the Indihome Gegerkalong Office in Bandung City. JIMEA, MEA Scientific Journal (Management, Economics, and Accounting) Vol. 5 No. 3, 2021.
Kotler. K. (2012). Marketing Management 14th Edition. New Jersey: Pearson Education, Inc.
Kurniawan, TR (2018). The Effect of Service Quality, Product Quality, and Customer Satisfaction on Customer Loyalty at Bank Central Asia, Duri Riau Sub-Branch Office. Eco and Business: Riau Economic and Business Review, 9(3), 216-223.
Kurniawan, TR (2020). The Effect of Service Quality on Customer Satisfaction at PT. Mandiri Tunas Finance Pekanbaru Branch.
Novia Mirna Ayu, Semmaila Baharuddin, Imaduddin. (2020). The Effect of Service Quality and Product Quality on Customer Satisfaction. Journal: Governance. Volume7, Number 2, December 2020. Pages 201-212
Wijaya, T. (20160. Service Quality Management. Jakarta: PT Index.
Yamit, Z. (2017). Product & Service Quality Management. Cet. 8. Yogyakarta: Econesia.
Yulianti, F. et al. (2019. Marketing Management. Yogyakarta: CV. Budi Utama
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Adpebi International Journal of Multidisciplinary Sciences
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.