Pengaruh Daya Tanggap, Kehandalan, Jaminan, Empati, Bukti Fisik Kepada Kepuasan Pelanggan Supermarket Sea Mart
Abstract
Supermarket Sea Mart merupakan supermarket terletak di Kota Blitar. Persaingan yang ketat membuat setiap supermarket harus dapat memenuhi kepuasaan pelanggannya. Penelitian ini berada dalam jenis penelitian kuantitatif untuk mencari tahu mengenai pertama daya tanggap, kedua bukti fisik, ketiga empati, keempat jaminan dan kelima kehandalan, (yaitu variabel bebas) yang memiliki pengaruh kepada kepuasan pelanggan (merupakan variabel terikat) di Supermarket Sea Mart. Hasil penelitian didapatkan dengan menyebar kuesioner untuk 100 pelanggan Sea Mart. Berdasarkan pengolahan hasil kuesioner dapat diketahui kelima variabel bebas memberi pengaruh secara simultan dan juga parsial kepada variabel terikat. Pengaruh kelima variabel adalah 71% kepada variabel terikat.
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