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ANALISIS PENGARUH PERCEIVED SERVICE QUALITY PERCEIVED VALUE DAN TRUST TERHADAP CUSTOMER SATISFACTION (Studi Kasus Di Toko Rock Hobbies Centre Lamongan)

JEKMA

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Title ANALISIS PENGARUH PERCEIVED SERVICE QUALITY PERCEIVED VALUE DAN TRUST TERHADAP CUSTOMER SATISFACTION (Studi Kasus Di Toko Rock Hobbies Centre Lamongan)
 
Creator Haykal, Muhammad Fikri; Unisla
 
Description Abstrak Tujuan dari penelitian ini adalah untuk mengetahui pengaruh perceived service quality, perceived value, dan trust terhadap customer satisfaction di Toko Rock Hobbies Centre Lamongan. Jenis penelitian ini adalah deskriptif kuantitatif sebanyak 300 orang dengan menggunakan rumus Solvin sehingga terdapat 75 responden. Teknik pengolahan data menggunakan program SPSS.20, yaitu uji reliabilitas, uji validitas, analisis korelasi, analisis regresi berganda, uji f, dan uji t. Hasil pengujian menunjukkan bahwa variabel bebas tidak ada pengaruh secara signifikan terhadap Customer Satisfaction pada Toko Rock Hobbies Centre Lamongan. Sedangkan pada Perceived Value dan Trust mempunyai pengaruh secara signifikan terhadap Customer Satisfaction pada Toko Rock Hobbies Centre Lamongan       Abstract The purpose of this research is to know the impacts of perceived service quality, perceived value, and trust towards the customer satisfaction in Toko Rocks Hobbies Centre Lamongan. The type of this research is descriptive quantitative including 300 people using Solvin formula so that came the result of 75 respondents. The data instrumental technique is use SPSS.20 Program, which is reability test, validity test, correlation analysis, double regression analysis, f test, and t test.  The test results show that the independent variable has no significant effect on Customer Satisfaction at the Lamongan Rock Hobbies Center Store. Whereas Perceived Value and Trust have a significant influence on Customer Satisfaction at the Rock Hobbies Center Shop.   
 
Publisher JEKMA
 
Contributor —
 
Date 2020-01-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Artikel yang dipeer-review
 
Format application/vnd.openxmlformats-officedocument.wordprocessingml.document
 
Identifier https://jurnalekonomi.unisla.ac.id/index.php/JEKMA/article/view/465
 
Source JEKMA; Vol 1, No 1 (2020): JANUARI
2715-9094
 
Language ind
 
Relation https://jurnalekonomi.unisla.ac.id/index.php/JEKMA/article/view/465/375