The Influence of Service Quality on Customer Satisfaction at Salon Sister Studio

Authors

  • Ervina Taviprawati
  • Wijayanti Dewi Prabandari
  • Christina Angela W

DOI:

https://doi.org/10.59573/emsj.8(5).2024.25

Keywords:

service quality, customer satisfaction

Abstract

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.

References

Candra Putri, K., Rusminah, R., & Furkan, L. M. (2020). Pengaruh Experiential Marketing Terhadap Minat Berkunjung Ulang Kon-sumen Mcdonald's Sriwijaya. Elastisitas: Jurnal Ekonomi Pembangunan, 2(1), 100-123. https://www.elastisitas.unram.ac.id/index.php/elastisitas/article/view/24

Hidayati, N. (2020). Pengaruh Pengawasan Dan Kemampuan Kerja Terhadap Kinerja Pegawai Kejaksaan Tinggi Sumatera Selatan [Agama Islam]. Universitas Islam Riau.

Kurniawan, M. A. K. (2019). Analisis Pengaruh Electronic Word of Mouth dan Citra Destinasi Terhadap Kepuasan Melaui Keputusan Berkunjung pada Pengunjung Desa Wisata Banjarejo Kabupaten Grobogan [Manajement]. Universitas Negeri Semarang.

Mabrur, A. K., Anwar, & Ruma, Z. (2022). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan pada Perusahaan Daerah Air Minum Tirta Ompo Kabupaten Soppeng. Bisnis, Manajemen, Dan Informatika, 19(2), 143.

Maulyan, F. F., Drajat, D. Y., Angliawati, R. Y., & Sandini, D. (2022). Pengaruh Service Excellent Terhadap Citra Perusahaan Dan Loyalitas Pelanggan: Theoretical Review. Jurnal Sains Manajemen, 4(1), 2685–6972.

Myra P. Gunawan. (2007). Leisure, Rekreasi, Pariwisata Dalam Berbagai Dimensi Metropolitan. Jurnal Perencanaan Wilayah dan Kota, 18(1), 49-64.

Nadia, H. (2021, 06 November). Pengertian,Fungsi dan Tujuan Serta Tipe Salon Kecantikan. Diakses 5 Mei 2024, dari https://dinaacademy.co.id/artikel/pengertian-salon-kecantikan/

Rahayu Udiyana, Martini, N. N. P., & Susbiyani Arik. (2023). Pengaruh Kualitas Pelayanan Promosi, dan Citra Rumah Sakit Terhadap minat Berkunjung Kembali Melalui Kepuasan Sebagai Variabel Intervening Pada Rumah Sakit Paru Jember. Manajemen Dan Bisnis Indonesia, 1–15.

Studio, Sister. (2024) Latar belakang Sisters Studio (Instagram Bio). http://sistersstudio.my.canva.site/about

Sugiyono. (2011). Metode Penelitian Pendidikan. Alfabeta, Bandung.

Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif dan R & D. ALFABETA.

Waruwu, H., Gea, N., Mendrofa, R., Murni Pasti Berkat Waruwu, H., Elhan Gea, N., Natalia Mendrofa, R., Manajemen, J., & Ekonomi, F. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada UD. Wery Bakery Miga Kota Gunungsitoli. Jurusan Manajemen, Fakultas Ekonomi, 10(4), 1542–1548.

Widjianto, T. (2019). Pengaruh Daya Tarik Wisata, Citra Wisata, Promosi, dan Kualitas Pelayanan Terhadap Minat Berkunjung Kembali Wisatawan di Objek Wisata Ketep Pas [Ekonomi]. Universitas Negeri Yogyakarta.

Downloads

Published

2024-11-28

Issue

Vol. 8 No. 5 (2024)

Section

Articles

License

Creative Commons License

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

Terms and conditions of Creative Commons Attribution 4.0 International License apply to all published manuscripts. This Journal is licensed under a Creative Commons Attribution 4.0 International License. This licence allows authors to use all articles, data sets, graphics and appendices in data mining applications, search engines, web sites, blogs and other platforms by providing appropriate reference. The journal allows the author(s) to hold the copyright without restrictions and will retain publishing rights without restrictions.

A competing interest exists when professional judgment concerning the validity of research is influenced by a secondary interest, such as financial gain. We require that our authors reveal all possible conflicts of interest in their submitted manuscripts.


The Editor reserves the right to shorten and adjust texts. Significant changes in the text will be agreed with the Authors.