Faktor-faktor yang Mempengaruhi Kepuasan Pelayanan di Ripcurl Kartika Plazza

M. Pd I. Made Nuridja • M. Pd Dra Lulup Endah Tripalupi • Putu Ari Nugraha

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(Bahasa Indonesia, 10 pages)

Abstract

Tujuan dari penelitian ini adalah untuk mengetahui (1) faktor €“ faktor yang mempengaruhi kepuasan pelayanan di Ripcurl Kartika Plazza, dan (2) faktor yang paling dominan mempengaruhi kepuasan pelayanan di Ripcurl Kartika Plazza. Sampel dalam penelitian ini adalah konsumen Ripcurl yang datang ke toko Ripcurl sebanyak 100 orang. Penelitian ini menggunakan rancangan faktorial. Data yang dikumpulkan dengan metode kuesioner, dianalisis dengan analisis faktor melalui SPSS. Hasil penelitian menunjukkan bahwa faktor - faktor yang mempengaruhi kepuasan pelayanan di Ripcurl Kartika Plazza adalah bukti fisik (tangible) dengan nilai varian sebesar 38,529%, keandalan (Reliability). dengan nilai varian sebesar 21,662%, empati (emphaty) dengan nilai varian sebesar 16,946%, ketanggapan (responsiveness) dengan nilai varian sebesar 13,997% dan, jaminan (ansurance) dengan nilai varian sebesar 8,866%. Sedangkan faktor yang paling dominan mempengaruhi kepuasan pelayanan di Ripcurl Kartika Plazza adalah bukti fisik (tangible) dengan varimax rotation 38,529%.

Kata Kunci : Kepuasan Pelayanan ABSTRACT Kata Kunci : Kepuasan Pelayanan ABSTRACT The purpose of this study is to find ( 1 ) factor- factor that influences satisfaction service in ripcurl one plazza , and ( 2 ) factors the most dominant influence satisfaction service in ripcurl one plazza .Sample in this research was consumers ripcurl who came into the shop ripcurl as many as 100 people .This research using design factorials .The data collected with the methods the questionnaire , analyzed by factor analysis of through spss .The research results show that factors -- factor that influences satisfaction service in ripcurl one plazza is physical proof ( tangible to the value of variant of 38,529 % , the reliability of ( reliability ) . With the variant of 21,662 % , empathy ( emphaty to the value of variant of 16,946 % , responsiveness of ( responsiveness to the value of variant of 13,997 % and , guarantee ( ansurance to the value of variant of 8,866 % .While the most dominant factors affecting satisfaction service in ripcurl one plazza is thump The purpose of this study is to find ( 1 ) factor- factor that influences satisfaction service in ripcurl one plazza , and ( 2 ) factors the most dominant influence satisfaction service in ripcurl one plazza .Sample in this research was consumers ripcurl who came into the shop ripcurl as many as 100 people .This research using design factorials .The data collected with the methods the questionnaire , analyzed by factor analysis of through spss .The research results show that factors -- factor that influences satisfaction service in ripcurl one plazza is physical proof ( tangible to the value of variant of 38,529 % , the reliability of ( reliability ) . With the variant of 21,662 % , empathy ( emphaty to the value of variant of 16,946 % , responsiveness of ( responsiveness to the value of variant of 13,997 % and , guarantee ( ansurance to the value of variant of 8,866 % .While the most dominant factors affecting satisfaction service in ripcurl one plazza is thump keyword : Satisfaction service keyword : Satisfaction service

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Journal

Jurnal Jurusan Pendidikan Ekonomi Undiksha

Jurnal Jurusan Pendidikan Ekonomi is a peer-reviewed, open access journal that publishes original... see more