ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA MATAHARI DEPARTEMENT STORE DI SOLO GRAND MALL

Abstract

This research aims to analyze evidence physical factor (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) how far have association to with satisfaction of consumer at Matahari Department Store in Solo Grand Mall, and to know most dominant factor in influencing satisfaction of consumer at Matahari Department Store in Solo Grand Mall. Data and source data use primary data stemming from responder through questioner answer. Technique data collecting at this research is questioner, that is through spreading of equate to Matahari Deptartmen Store consumer in Solo Grand Mall. Population in research amount to 1.000 consumer. Taken Sample equal to 100 people Technique Intake of simple conducted with sampling random. Used by method at this research is binary logistics regression (regression logistic binary). Test accuracy model regression used to assess accuracy model regression in this research is measured with Chi-Square value with Test Hosmer and Lemeshow. Pursuant to result of logistic binary regression analysis obtained that independent variable consisting of physical evidence, reliability, responsiveness, assurance, and empathy have an effect on positive and significant to satisfaction of consumer. From result of B expects test or exp(B) known that given by contribution is empathy variable to satisfaction of consumer which is biggest to be compared to physical evidence variable, reliability, responsiveness, and assurance.