KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN TOKO CAT

  • Nina Dewi Lashwaty STMIK AMIKOM Surakarta
  • Muhammad Nur Juniadi STMIK AMIKOM Surakarta
DOI: https://doi.org/10.33747/stiesmg.v16i3.736
Keywords: assurance, emphaty, reliability, responsiveness, tangible

Abstract

The aim of this study is to find the simultaneous and independent influence of service quality elements such as guarantee, reliability, tangibles, empathy and responsiveness on consumer satisfaction at Warna Abadi Paint Shop Purwosari Solo, and to find out the element that have the strongest influence. It is hoped that the study can provide scientific contributions for future researchers. For Warna Abadi Paint Shop Purwosari Solo, there is benefit of knowing the element of service quality that most influence consumer satisfaction and being able to empower other elements to increase consumer satisfaction. The study was carried out quantitatively using SPSS. Primary data was obtained from respondents. A Cronbach's Alpha value 0.792 means questionnaire is reliable. Regression coefficients for all independent variables are positive. The Simultaneous Test indicates that guarantee, reliability, tangibility, empathy and responsiveness simultaneously influence consumer satisfaction. The Independent Test proves that the elements of empathy, responsiveness, assurance have an independent influence on consumer satisfaction, while other elements do not. Empathy has the strongest independent influence. Analysis of the Coefficient of Determination states that 69.8% of consumer satisfaction is determined by service quality elements, while the rest is determined by other things, for example product quality, price, place, promotion.

Abstraksi. Tujuan kajian ini mendapati pengaruh serentak maupun mandiri elemen-elemen kualitas pelayanan berupa jaminan, keandalan, berwujud, empati dan daya tanggap terhadap kepuasan konsumen di Toko Cat Warna Abadi Purwosari Solo, serta mengetahui elemen yang berpengaruh terkuat terhadap kepuasan konsumen. Kajian diharapkan dapat memberikan kontribusi ilmiah bagi peneliti selanjutnya. Bagi Toko Cat Warna Abadi Purwosari Solo mendapatkan manfaat praktis mengetahui elemen kualitas pelayanan yang paling berpengaruh terhadap kepuasan konsumen dan dapat memberdayakan elemen-elemen yang lain guna meningkatkan kepuasan konsumen. Kajian diselenggarakan secara kuantitatif dengan mengaplikasikan software SPSS. Data primer diperoleh dari responden yang mengisi kuesioner. Nilai Cronbach’s Alpha sebesar 0.792 bermakna kuesioner andal sebagai alat pengumpul data. Koefisien regresi semua variabel independen bertanda positif. Uji Serentak mengindikasikan jaminan, keandalan, berwujud, empati dan daya tanggap secara serentak berpengaruh terhadap kepuasan konsumen. Uji Mandiri membuktikan bahwa elemen empati, daya tanggap dan jaminan memiliki pengaruh mandiri terhadap kepuasan konsumen, sementara elemen lain tidak. Empati adalah elemen yang memiliki pengaruh mandiri terkuat terhadap keputusan konsumen. Analisis Koefisien Determinasi menyatakan 69.8% kepuasan konsumen ditentukan oleh elemen-elemen kualitas pelayanan, sementara itu sisanya ditentukan hal lain misalkan kualitas produk, harga, tempat dan promosi.

 

Downloads

Download data is not yet available.

References

Ahmad Afan Zaini. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen. Al-Maqashid: Journal of Economics and Islamic Business, 2(2), 47–54. https://doi.org/10.55352/maqashid.v2i2.269
Dewi, N. K., Ariffien, A., & Dwi Sparingga, E. (2023). Model Logistic Service Quality Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Dengan Menggunakan Metode Stuctural Equation Modelling Pada Kantor POS Kotabumi. Jurnal Informasi Dan Teknologi, 5(4), 204–209. https://doi.org/10.60083/jidt.v5i4.440
Fajarudin, R. D., & Wihara, D. S. (2023). Analisis Kualitas Pelayanan, Kualitas Produk, Dan Word Of Mouth Terhadap Kepuasan Konsumen Pada Toko Bangunan Pratama Kediri. Jurnal Ekonomi Bisnis, Manajemen Dan Akuntansi, 2(1), 149–160.
Fajrah, N., & Perdana, Y. (2019). Analisis Penentuan Kriteria Kualitas Layanan Pengecatan Mobil. JSTI Jurnal Sistem Teknik Industri, 21(2), 70–81. https://doi.org/10.32734/jsti.v21i2.1222
Firmansyah, S., & Setiyarini, T. (2021). Pengaruh Harga, Lokasi Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Bahan Material Bangunan UD. Jaya Abadi Di Sampang. Jurnal Kajian Ilmu Manajemen (JKIM), 1(2), 130–136. https://doi.org/10.21107/jkim.v1i2.11592
Haris, A. (2023). Economics and Digital Business Review Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Konsumen. Volume 4 Issue 2 (2023) Pages 334 - 348 Economics and Digital Business Review ISSN : 2774-2563 (Online), 4(2), 334–348.
Ibrahim, M., & Thawil, S. M. (2019). Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 175–182. https://doi.org/10.46772/jecma.v2i1.513
Nasrul Efendi, Tya Wildana Hapsari Lubis, & Sugianta Ovinus Ginting. (2023). Pengaruh Citra Merek, Promosi, Kualitas Pelayan Dan Store Atmosphere Terhadap Kepuasan Konsumen. Jurnal Ekonomi, 28(2), 197–215. https://doi.org/10.24912/je.v28i2.1626
Nugraha, F. S. E., & Astarini, D. (2023). Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Dimediasi Oleh Kepuasan Nasabah. Jurnal Ekonomi Trisakti, 3(1), 1911–1924. https://doi.org/10.25105/jet.v3i1.16124
Putra, M. G., & Suwitho. (2019). Pengaruh Relationship Marketing Dan Kualitas Layanan Terhadap Loyalitas Pelanggan Toko Djajar Putra. Jurnal Ilmu Dan Riset Manajemen, 8(11), 1–16.
Rambe, D. N. S., & Aslami, N. (2022). Analisis Strategi Pemasaran Dalam Pasar Global. El-Mujtama: Jurnal Pengabdian Masyarakat, 1(2), 213–223. https://doi.org/10.47467/elmujtama.v1i2.853
Saranan, R., & Zainarti, Z. (2023). Analisis Kualitas Pelayanan dan Kualitas Produk Toko Ud. Ulfa Husna Jaya Terhadap Kepuasan Pelanggan Pada Transaksi Jual Beli Peralatan Bangunan Di Desa Dah Aceh. Jurnal Sosial Ekonomi Dan Humaniora, 9(2), 161–169. https://doi.org/10.29303/jseh.v9i2.346
Satdiah, A., Siska, E., & Indra, N. (2023). Pengaruh Harga Dan Kualitas Produk Terhadap Keputusan Pembelian Konsumen Pada Toko Cat De’lucent Paint. CiDEA Journal, 2(1), 24–37. https://doi.org/10.56444/cideajournal.v2i2.775
Setiawan, A., Qomariah, N., & Hermawan, H. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen. JSMBI (Jurnal Sains Manajemen Dan Bisnis Indonesia), 9(2), 114–126. https://doi.org/10.55352/maqashid.v2i2.269
Setyawati, R. (2023). Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Konsumen. INOVASI: Jurnal Ekonomi, Keuangan Dan Manajemen, 19(1), 57–63. https://journal.feb.unmul.ac.id/index.php/INOVASI/article/view/12660/2345
Silvia, R., & Arifiansyah, R. (2023). Pengaruh Kualitas Produk, Persepsi Harga, dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Cillo Coffee. Jurnal Valuasi : Jurnal Ilmiah Ilmu Manajemen Dan Kewirausahaan, 3(2), 662–675. https://doi.org/10.46306/vls.v3i2.218
Surti, I., & Anggraeni, F. N. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen. Scientific Journal of Reflection, 3(3), 261–270. https://doi.org/10.59422/lbm.v2i01.162
Published
2024-10-23
Issue
Vol 16 No 3 (2024): Jurnal STIE SEmarang
Section
Articles
Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

License

The use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution 4.0 International License. 

Author’s Warranties

The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).

User Rights

JSS's spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, JSS permits users to copy, distribute, display, and perform the work. Users will also need to attribute authors and JSS on distributing works in the journal.

Rights of Authors

Authors retain all their rights to the published works, such as (but not limited to) the following rights;

  • Copyright and other proprietary rights relating to the article, such as patent rights,
  • The right to use the substance of the article in own future works, including lectures and books,
  • The right to reproduce the article for own purposes,
  • The right to self-archive the article,
  • The right to enter into separate, additional contractual arrangements for distribution of the article's published version (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal (Jurnal STIE SEMARANG).

Co-Authorship

If the article was jointly prepared by other authors, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. JSS will not be held liable for anything that may arise due to the author(s) internal dispute. JSS will only communicate with the corresponding author.

Royalties

This agreement entitles the author to no royalties or other fees. To such extent as legally permissible, the author waives his or her right to collect royalties relative to the article in respect of any use of the article by JSS.

Miscellaneous

JSS will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. JSS's editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.