Peran Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Kasus Pada Toko Sepatu New Hunteria Kota Depok)

Albertus Maria Setyastanto; Maria Assumpta Wikantari; Ari Wahyu Leksono; Adhis Darussalam Pamungkas; Renggi Agus Syofyan

doi:10.46576/wdw.v18i2.4448

Peran Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Kasus Pada Toko Sepatu New Hunteria Kota Depok)

Albertus Maria Setyastanto, Maria Assumpta Wikantari, Ari Wahyu Leksono, Adhis Darussalam Pamungkas, Renggi Agus Syofyan

Abstract

Pemenuhan kebutuhan sehari-hari yang berujung pada kepuasan konsumen mempunyai peranan yang sangat penting dalam kemajuan suatu bangsa dan organisasi. Kemajuan ekonomi adalah hasil langsung ketika konsumen menyatakan kepuasan terhadap layanan yang diberikan oleh suatu organisasi. Oleh karena itu, organisasi wajib memastikan karyawannya memberikan layanan terbaik untuk menciptakan pengalaman yang nyaman bagi konsumen. Oleh karena itu, penelitian ini bertujuan untuk mengetahui pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen pada Toko Sepatu New Hunteria Kota Depok. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan sampel sebanyak 100 responden dan teknik pengumpulan data menggunakan kuesioner. Berdasarkan hasil perhitungan diperoleh nilai regresi Y=4,980+0,819X yang berarti peningkatan nilai X sebesar 1 satuan maka variabel y juga akan meningkat sebesar 0,819, nilai koefisien tersebut berarti kualitas pelayanan mempunyai pengaruh hubungan positif dengan kepuasan konsumen dengan tingkat hubungan yang sangat kuat. Nilai koefisien determinasi sebesar 67,076% dan sisanya sebesar 32,924% disebabkan oleh faktor lain. Hasil pengujian hipotesis diperoleh nilai t hitung = 14,130 > t tabel 1,984 hal ini menunjukkan bahwa terdapat pengaruh yang signifikan antara pengaruh kualitas pelayanan terhadap kepuasan konsumen. Penelitian di masa depan harus fokus pada faktor-faktor lain seperti variasi produk, harga, suasana toko, dan layanan pelanggan yang mempengaruhi kepuasan konsumen.

Keywords

Pelayanan, Kualitas, kepuasan pelanggan

Full Text:

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DOI: https://doi.org/10.46576/wdw.v18i2.4448