Pengaruh Kualitas Layanan, Kualitas Produk dan Citra Toko terhadap Kepuasaan Pelanggan (Studi pada Toko 99 House di Surakarta)

Zarkasih, Robby and , Drs. Ma’ruf, M.M (2020) Pengaruh Kualitas Layanan, Kualitas Produk dan Citra Toko terhadap Kepuasaan Pelanggan (Studi pada Toko 99 House di Surakarta). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This research aims to know about the impact of quality of service, product quality and the store image to customer satisfaction on 99 House store. The sample that used in this study were 101 respondents namely consumers who had purchased products at 99 House stores in Surakarta using a questionnaire to obtain data. The sampling technique is purposive sampling is a sampling method where the researcher determines sampling by determining specific characteristics in accordance with the objectives of the study. Data analysis technique using the validity and reliability, the classic assumption test using the normality test, the multicollinearity test, heteroscedasticity test, multiple linear regression test, hypothesis testing using the t test, F test and the coefficient of determination test. The result of this study showed that quality of service variables are significantly affects customer satisfaction, product quality variables are affects customer satisfaction and store image variables are significantly affects customer satisfaction.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	quality of service, product quality, store image, customer satisfaction
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ROBBY ZARKASIH
Date Deposited:	19 Aug 2020 06:24
Last Modified:	19 Aug 2020 06:24
URI:	http://eprints.ums.ac.id/id/eprint/85233

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