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ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT. MATAHARI DEPARTEMENT STORE LIPPO PLAZA KENDARI

Business UHO: Jurnal Administrasi Bisnis · Vol. 3 No. 1 (2018) · pp. 104–114

DOI
10.52423/bujab.v3i1.9602
ISSN
2503-1406
Published
2018-04-05
Publisher
Universitas Halu Oleo
Language
eng
License
creativecommons.org/licenses/by/4.0

Abstract

This study aims to determine the partial effect of service quality on consumer satisfaction. The independent variable consists of Service Quality Factor (X) The dependent variable is Customer Loyalty (Y). Samples of 30 respondents were taken using accidental sampling technique. The analysis used is a simple regression analysis of the results, namely, Y = 1, 714 + 0.910 X using SPSS Version 17. The results of this study indicate that the Effect of Service Quality is observed through Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy. And Consumer Satisfaction observed through indicators of Transaction Habits, Repurchases, Recommendations, and Commitments namely Analysis of the Effect of Service Quality has a positive and significant effect on Consumer Satisfaction. The results of this study indicate that this research model is acceptable.ABSTRAKPenelitian ini bertujuan untuk mengetahui Ada Pengaruh Kualitas Pelayanan Secara Parsial Terhadap Kepuasan Konsumen. Variabel independent terdiri Faktor Kualitas Layanan (X) Variabel dependent adalah Loyalitas Pelanggan (Y). Sampel berjumlah 30 responden yang diambil dengan menggunakan teknik Sampling Aksidental. Analisis yang digunakan adalah analisis regresi sederhana hasilnya, yaitu, Y = 1, 714 + 0,910 X dengan menggunakan alat bantu SPSS Versi 17. Hasil penelitian ini menunjukkan bahwa Pengaruh Kualitas Pelayanan yang diamati melalui Bukti Fisik, Keandalan, Daya Tanggap, Jaminan, Dan Empati. Dan Kepuasan Konsumen yang diamati melalui indikator Kebiasaan Transaksi, Pembelian Ulang, Rekomendasi, Dan Komitmen yakni Analisis Pengaruh Kualitas Pelayanan berpengaruh Positif dan signifikan terhadap Kepuasan Konsumen. Hasil penelitian ini menunjukkan bahwa model penelitian ini dapat diterima.

Keywords

Collaboration network of the authors

40 authors · 140 co-authorship links · 18 across different organisations · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Institut Agama Islam Negeri Kendari
  • Universitas Muhammadiyah Parepare
  • Universitas Islam Negeri Mataram
  • National Research and Innovation Agency
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Sahrun SahrunAffiliation unknown7
Liwaul LiwaulUniversitas Halu Oleo5
Arifin UthaUniversitas Halu Oleo5
Karsadi KarsadiAffiliation unknown3
Candra Puspita NingtyasAffiliation unknown3
Sartono SartonoUniversitas Halu Oleo2
La Ode AslimUniversitas Halu Oleo2
Asriani AsrianiUniversitas Halu Oleo2
Yudhystira ArdinugrahaAffiliation unknown2
Syahri Nehru HusainAffiliation unknown2
Nurjannah NurjannahInstitut Agama Islam Negeri Kendari2
Gunawan GunawanAffiliation unknown2
Jamal BakeAffiliation unknown2
Muhammad AmirUniversitas Halu Oleo2
Muh AmirUniversitas Halu Oleo2
Muh NasirUniversitas Halu Oleo2
Rahman RahmanAffiliation unknown2
Muhammad BasriAffiliation unknown2
Mustakim MustakimUniversitas Muhammadiyah Parepare2
Bahtiar BahtiarUniversitas Islam Negeri Mataram1
Mayang MartriaAffiliation unknown1
Kalsum KalsumAffiliation unknown1
Adelisna AdelisnaUniversitas Halu Oleo1
Azwar AzwarUniversitas Halu Oleo1
Suriyani BBUniversitas Halu Oleo1
Andi Audia WardanaAffiliation unknown1
Muh Najib HusainAffiliation unknown1
Isra IsraAffiliation unknown1
Taufik TaufikNational Research and Innovation Agency1
Jopang JopangUniversitas Halu Oleo1
La Ode Muhammad ElwanAffiliation unknown1
Erni QomariyahAffiliation unknown1
Rinding RindingAffiliation unknown1
Syamsul AlamAffiliation unknown1
Syafril AlrasidAffiliation unknown1
Rekha Adji PratamaAffiliation unknown1
Kartika Dwi SuryaningrumAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/BUSSINESUHO/oai, first harvested 31 Okt 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT. MATAHARI DEPARTEMENT STORE LIPPO PLAZA KENDARI</dc:title>
	<dc:creator>Natalya, Natalya</dc:creator>
	<dc:creator>kambolong, makmur</dc:creator>
	<dc:creator>yusuf, muh</dc:creator>
	<dc:subject xml:lang="en-US">Administrasi Bisnis</dc:subject>
	<dc:subject xml:lang="en-US">service quality, customer satisfaction</dc:subject>
	<dc:description xml:lang="en-US">This study aims to determine the partial effect of service quality on consumer satisfaction. The independent variable consists of Service Quality Factor (X) The dependent variable is Customer Loyalty (Y). Samples of 30 respondents were taken using accidental sampling technique. The analysis used is a simple regression analysis of the results, namely, Y = 1, 714 + 0.910 X using SPSS Version 17. The results of this study indicate that the Effect of Service Quality is observed through Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy . And Consumer Satisfaction observed through indicators of Transaction Habits, Repurchases, Recommendations, and Commitments namely Analysis of the Effect of Service Quality has a positive and significant effect on Consumer Satisfaction. The results of this study indicate that this research model is acceptable.ABSTRAKPenelitian ini bertujuan untuk mengetahui Ada Pengaruh Kualitas Pelayanan Secara Parsial Terhadap Kepuasan Konsumen. Variabel independent terdiri Faktor Kualitas Layanan (X) Variabel dependent adalah Loyalitas Pelanggan (Y). Sampel berjumlah 30 responden yang diambil dengan menggunakan teknik Sampling Aksidental. Analisis yang digunakan adalah analisis regresi sederhana hasilnya, yaitu, Y = 1, 714 + 0,910 X dengan menggunakan alat bantu SPSS Versi 17. Hasil penelitian ini menunjukkan bahwa Pengaruh Kualitas Pelayanan yang diamati melalui Bukti Fisik, Keandalan, Daya Tanggap, Jaminan, Dan Empati. Dan Kepuasan Konsumen yang diamati melalui indikator Kebiasaan Transaksi, Pembelian Ulang, Rekomendasi, Dan Komitmen yakni Analisis Pengaruh Kualitas Pelayanan berpengaruh Positif dan signifikan terhadap Kepuasan Konsumen. Hasil penelitian ini menunjukkan bahwa model penelitian ini dapat diterima.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2018-04-05</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:type xml:lang="en-US">Quantitative</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/BUSSINESUHO/article/view/9602</dc:identifier>
	<dc:identifier>10.52423/bujab.v3i1.9602</dc:identifier>
	<dc:source xml:lang="en-US">Business UHO: Jurnal Administrasi Bisnis; Vol 3, No 1 (2018): Business UHO: Jurnal Administrasi Bisnis; 104-114</dc:source>
	<dc:source>2503-1406</dc:source>
	<dc:source>10.52423/bujab.v3i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/BUSSINESUHO/article/view/9602/6813</dc:relation>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 Natalya Natalya, makmur kambolong, muh yusuf</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by/4.0</dc:rights>
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