Analisis Pengaruh Kualitas Pelayanan dan Produk Terhadap Kepuasan Konsumen Berbelanja di Supermarket  

Oleh:

Julius, Yosandi

Jenis: Article from Journal - ilmiah nasional - terakreditasi DIKTI
Dalam koleksi: Ekuitas: Jurnal Ekonomi dan Keuangan vol. 16 no. 03 (Sep. 2012), page 294-312.
Topik: Service quality; product quality; customer satisfaction; and Supermarket.
Fulltext: 3_pas.pdf (224.31KB)

Isi artikel

The objective of the study is to identify the impact of service quality and product quality on customers satisfaction in retail household industry. Retailers such as Matahari, Mal Metropolitan and Carrefour are considered as a proper representative of retail industry. Research method is qualitative analysis using causal associative to determine relationship and correlation between two or more variables. Data collection technique is using questionaires distributed to customers of the three retail industries in the month of February- March 2011. The number of samples is 120 customers from the three retailers. Hypotheses of the study will be analyzed using regression and Anova. The descriptive statistics result shows that service quality and product quality are very crucial key success factors in strengthening the competitive advantage of the retailer. When referred to service quality and product quality, very satisfied and satisfied respondents in Supermarket respectively. From the double regression test, the result of the study show that there are high positive correlation between the constructs of customer service and product quality with customer satisfaction. The three retailers still have to increase the service quality and product quality, considering it’s contribution to consumer satisfaction. It is also explains, why customers prefer Carrefour over the other two, as Carrefour’s service quality and product quality are perceived higher than the other two.

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