Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan di Kabupaten Kudus

Authors

  • Maulana Mahrus Syadzali IAIN Kudus, Indonesia

DOI:

https://doi.org/10.29040/jiei.v6i3.1393

Keywords:

Quality, Service, Image, Price, Customer

Abstract

The purpose of this study explains: 1) the influence of service quality on customer satisfaction, 2) the influence of Store Image on customer satisfaction, 3) the effect of price on customer satisfaction, 4) test service quality, store image and price on customer satisfaction in UD Menara 05 Kudus. This research is a field research with a quantitative description. Data collection was carried out by free guided interviews, participatory observation, and documentation. Furthermore, the researcher conducted the validity of the data with the model of extension of observations, increasing persistence, triangulation, member checks, and peer discussion. The results showed that the influence of service quality, store image and price on customer satisfaction in Kudus is good and optimal. Because it is supported and encouraged from the company and within the family. In terms of service quality, the quality in UD Menara 05 Kudus is categorized as sufficient, Store Image is in the sufficient category, and Prices are categorized as good for customer satisfaction

References

Dharmmesta, I. (2000). Manajemen Pemasaran Modern, Edisi Kedua. Yogyakarta. Liberty.

Dirgantara, W. (2013). Pengaruh Kualitas Pelayanan Dan Nilai Pelanggan Terhadap Kepuasan Pengunjung Museum Kartini Jepara. Universitas Negeri Semarang.

Mayasari, M. I. (2010). Analisis pengaruh citra supermarket terhadap loyalitas konsumen pada toko alfamart di Boyolali.

Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer sa/tisfaction in retailing. European Journal of Social Sciences, 16(2), 231–243.

Partika, P. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Pada Umkm Pia Toulip Jalan Selorejo Rt/Rw 08/03 Kecamatan Dau Malang). Jurnal agregat, 2(2).

Paul, J. P., & Olson, J. C. (2000). Consumer Behavior: Perilaku Konsumen dan Strategi Pemasaran. Terjemahan. Jakarta: Erlangga.

Peter, J. P., & Olson, J. C. (2000). Consumer behavior: Perilaku konsumen dan strategi pemasaran. Jakarta: Erlangga.

Putra, Y. E., & Aziz, N. (2019). Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Nasabah Pt Bank Rakyat Indonesia Cabang Padang.

Rini, E. S. (2013). Peran pengembangan produk dalam meningkatkan penjualan.

Sondoh, S. L., Omar, M. W., Wahid, N. A., Ismail, I., & Harun, A. (2007). The effect of brand image on overall satisfaction and loyalty intention in the context of color cosmetic. Asian Academy of Management Journal, 12(1), 83–107.

Sumadi, S. (2017). Peran Manajemen Syariah Terhadap Peningkatan Kepuasan Pelanggan Pada Rumah Sakit Islam Di Kota Surakarta. Jurnal Ilmiah Ekonomi Islam, 3(02), 112-124.

Sutisna, P. T. (2001). Perilaku konsumen & komunikasi pemasaran. Bandung: Rosdakarya.

Tiza, Mohd. F., & Susanti, F. (2019). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN, Studi kasus pada perusahaan JNE Cabang Padang [Preprint]. INA-Rxiv. https://doi.org/10.31227/osf.io/hx87m

Tjiptono, F. (2000). Manajemen jasa. Yogyakarta: Andi Offset.

Downloads

Published

23-10-2020

How to Cite

Syadzali, M. M. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan di Kabupaten Kudus. Jurnal Ilmiah Ekonomi Islam, 6(3), 459–468. https://doi.org/10.29040/jiei.v6i3.1393

Issue

Vol. 6 No. 3 (2020): JIEI : Vol.06, No. 03, 2020

Section

Articles

Citation Check

License

The copyright of the article fully belongs to the Jurnal Ilmiah Ekonomi Islam and publishing rights belong entirely to LPPM STIE AAS Surakarta

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

Similar Articles

1 2 3 4 5 6 7 8 9 10 > >> 

You may also start an advanced similarity search for this article.