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http://repository.ipb.ac.id/handle/123456789/155689
Title: | Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan Satwagia Kota Bogor |
Other Titles: | The Influence of Service Quality on Satwagia Consumer Satisfaction in Bogor City |
Authors: | Jahroh, Siti Sari, Linda Karlina Banurea, Elai Novita Mariani |
Issue Date: | 2024 |
Publisher: | IPB University |
Abstract: | Minat adopsi hewan peliharaan yang semakin berkembang di Indonesia telah memunculkan berbagai industri perawatan hewan yang memperketat persaingan. Kualitas layanan dan kepuasan pelanggan menjadi sangat penting bagi usaha di bidang jasa. Penelitian ini dilakukan di Kota Bogor pada klinik hewan Satwagia mulai dari bulan Februari-Juni 2024, dengan tujuan untuk mengukur kualitas layanan dan kepuasan pelanggan serta menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan. Penelitian ini melibatkan 100 responden dan menggunakan alat analisis SEM-PLS. Lima variabel laten eksogen yang digunakan adalah kehandalan, daya tanggap, jaminan, perhatian, dan bukti fisik, serta satu variabel laten endogen yaitu kepuasan pelanggan. Hasil penelitian menunjukkan bahwa variabel dengan skor tertinggi adalah bukti fisik 85,85% kategori sangat baik dan variabel dengan skor terendah adalah kehandalan 81,93% kategori baik. Variabel kepuasan pelanggan memiliki skor 86% dalam kategori sangat baik. Analisis menunjukkan bahwa variabel perhatian berpengaruh positif dan signifikan terhadap kepuasan pelanggan. The growing interest in pet adoption in Indonesia has given rise to various animal care industries that increase competition. Service quality and customer satisfaction are very important for businesses in the service sector. This research was conducted in Bogor City at the Satwagia veterinary clinic starting from February-June 2024, with the aim of measuring service quality and customer satisfaction and analyzing the influence of service quality on customer satisfaction. This research involved 100 respondents and used the SEM-PLS analysis tool. The research results showed that the variable with the highest score was physical evidence 85.85% in the very good category and the variable with the lowest score was reliability 81.93% in the good category. The customer satisfaction variable had a score of 86% in the very good category. The analysis showed that the attention variable had a positive and significant effect on customer satisfaction. |
URI: | http://repository.ipb.ac.id/handle/123456789/155689 |
Appears in Collections: | UT - Business |
Files in This Item:
File | Description | Size | Format | |
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cover_K1401201085_a80aad74574c4c98bcb0cfe0cfd499f0.pdf | Cover | 1.04 MB | Adobe PDF | View/Open |
fulltext_K1401201085_ef02bede56884840b00f43fce59f1e7b.pdf Restricted Access | Fulltext | 1.66 MB | Adobe PDF | View/Open |
lampiran_K1401201085_51af4285c5f443bb9346a1dcedbe2ded.pdf Restricted Access | Lampiran | 1.07 MB | Adobe PDF | View/Open |
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