The Influence of Service Quality on Customer Satisfaction at Salon Sister Studio
DOI:
https://doi.org/10.59573/emsj.8(5).2024.25Ключевые слова:
service quality, customer satisfactionАннотация
This research was conducted with the aim of determining the influence of service quality on customer satisfaction at Sister Studio and the influence of service quality on interest in returning visits to Sister Studio. This research was conducted from April 2024 to June 2024. The research method used by the author is a quantitative method using a sample of 60 people from a total population of 148 customers who have had treatment at Sister Studio in January - April 2024. The results obtained from this research are the statement "Employees can make customers comfortable because they are treated in a friendly and polite manner" and the statement "The facilities and equipment used look modern, attractive and well maintained so that they are clean, neat and customers feel comfortable." The highest mean value is 4.83, so it can be seen that services and facilities create customer satisfaction and an impression of the company's image. The statement "The work results received by customers make them want to come back again" has a value of 4.82 with the description Very Good so that there is an influence on the quality of service in the form of work results which can influence customers to revisit Sister Studio. There is a significant influence between the service quality variable and customer satisfaction at the Sister Studio salon as much as 79.2%, while the remaining 20.8% is influenced by other variables that were not studied and has a positive correlation coefficient of 0.890 so it can be concluded that the level of relationship between the service quality variable and Very Strong customer satisfaction.
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