Effect of Service Quality on Customer Satisfaction  at Indomaret Branch, Pondok Ranji Bintaro

Suwanto; Priehadi Dhasa Eka; Muhammad Gandung

Suwanto Department of Management, Faculty of Economics Universitas Pamulang, Banten
Priehadi Dhasa Eka Department of Management, Faculty of Economics Universitas Pamulang, Banten
Muhammad Gandung Department of Management, Faculty of Economics Universitas Pamulang, Banten

Keywords: Service quality, Customer satisfaction.

Abstract

This study aims to determine the effect of service quality on customer satisfaction at Indomaret Pondok Ranji Bintaro Branch. The method used is explanatory research with a sample of 96 respondents. The analysis technique uses statistical analysis with regression testing, correlation, determination and hypothesis testing. The results of this research variable service quality obtained an average score of 34.1 with good criteria. The consumer satisfaction variable obtained an average score of 38.4 with good criteria. Service quality has a positive and significant effect on customer satisfaction with the regression equation value Y = 9.221 + 0.865X, and the correlation coefficient value 0.777 or has a strong level of relationship with a determination value of 60.4%. Hypothesis testing obtained a significance of 0.000 <0.05.