Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Toko Mr. Beauty Cabang Takalala Kabupaten Soppeng
DOI:
https://doi.org/10.47747/snfmi.v3i1.3075Abstract
The central focus of this study is the pivotal role of service quality in shaping customer satisfaction at the Mr. Beauty Store, Takalala Branch, Soppeng Regency. This study is of paramount importance as it seeks to establish the profound impact of service quality on customer satisfaction at the Mr. Beauty Store, Takalala Branch, Soppeng Regency. This research was meticulously conducted at the Mr. Beauty Store, Takalalayang Branch, located in Takalala, Tettikenrarae Village, Marioriwawo District, Soppeng Regency. The sampling technique used was quota sampling, ensuring a comprehensive sample of 100 customers from the Mr. Beauty Store, Takalala Branch. To determine the effect of service quality on customer satisfaction, a robust simple linear regression analysis was employed. Through rigorous regression analysis and insightful discussion, it can be firmly concluded that service quality exerts a positive and significant influence on customer satisfaction at the Mr. Beauty Store, Takalala Branch. The better the service quality, the higher the level of customer satisfaction, paving the way for increased customer loyalty and repeat purchases. Recognizing the importance of continuous improvement in customer satisfaction, the management of Mr. Beauty Store has implemented a series of strategies. The Takalala Beauty Branch is encouraged to maintain and enhance service quality through employee training, improved service speed and responsiveness, and consistent service standards, all aimed at meeting and surpassing customer expectations.
References
Ahmad, M. (2017). Pengaruh affiliate marketing terhadap penjualan produk online dalam perspektif ekonomi Islam. Jurnal Ekonomi Syariah, 5(1), 112–120.
Baker, J., Grewal, D., & Parasuraman, A. (2016). The influence of store environment on shopping behavior. Journal of Marketing.
Basu, S. (2002). Manajemen pemasaran (Edisi ke-2, Cetakan ke-8). Liberty.
Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (2017). Quality counts: Measuring the service quality. Marketing Science Institute.
Bitner, M. J. (2015). Services marketing: Integrating customer focus across the firm. McGraw-Hill.
Boon, L. E., & Kurtz, D. L. (2008). Contemporary marketing. South-Western Cengage Learning.
Chaffey, D. (2015). Digital marketing: Strategy, implementation and practice. Pearson Education.
Fitzsimmons, J. A., & Fitzsimmons, M. J. (2016). Service management: Operations, strategy, information technology (9th ed.). McGraw-Hill Education.
Grönroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Lexington Books.
Grönroos, C. (2017). Service management and marketing: Managing the service profit logic (4th ed.). Wiley.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (2015). Putting the service-profit chain to work. Harvard Business Review.
Hoffman, K. D., & Bateson, J. E. G. (2017). Services marketing: Concepts, strategies, & cases (5th ed.). Cengage Learning.
Kotler, P. (2008). Manajemen pemasaran (Edisi Millenium, diterjemahkan oleh B. Molan). Prenhallindo.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson.
Kotler, P., & Armstrong, G. (2014). Principles of marketing (12th ed., Jilid 1, Terjemahan oleh B. Sabran). Erlangga.
Kotler, P. (2008). Marketing management (13th ed.). Pearson Prentice Hall.
Kotler, P., & Armstrong, G. (2008). Prinsip-prinsip pemasaran (Jilid 1). Erlangga.
Kurtz, D. L. (2008). Principles of marketing (9th ed.). South-Western Cengage Learning.
Ladhari, R. (2015). Service quality, satisfaction and behavioral intentions: A longitudinal analysis of the service quality model. Journal of Services Marketing.
Lovelock, C., & Wirtz, J. (2016). Services marketing: People, technology, strategy (8th ed.). Pearson.
Lupiyoadi, R. (2014). Manajemen pemasaran jasa: Berbasis kompetensi. Salemba Empat.
Lusiah. (2018). Loyalitas pelanggan berdasarkan hasil penelitian pada mahasiswa universitas swasta di Kota Medan. Deepublish.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 69(1), 12–40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2018). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 69(1), 12–40.
Rahmah, P., Atmasari, Y., Alamsyah Ramli, M., Minarti, A., Villa Waru, M., & Bangki, R. (2022). Analisis pengaruh kinerja pegawai terhadap kualitas pelayanan pasien pada Puskesmas Citta Kabupaten Soppeng. SEIKO: Journal of Management & Business, 5(2), 2022–2089. https://doi.org/10.37531/sejaman.v5i2.2082
Rahmah, P., Surianti, S., Minarti, A., Abbas, M., Amrial, A., & Amriana, N. (2023). Pengaruh kualitas pelayanan terhadap kepuasan pengunjung pada kawasan wisata Permandian Alam Lejja. Jurnal Ilmiah Metansi (Manajemen dan Akuntansi), 6(2), 174–182. https://doi.org/10.57093/metansi.v6i2.221
Saladin, D. (2007). Manajemen pemasaran. Salemba Empat.
Stanton, W. J. (2011). Fundamentals of marketing (13th ed.). McGraw-Hill.
Stanton, W. J. (2012). Prinsip pemasaran (Alih bahasa oleh Y. Lamarto). Erlangga.
Sugiyono. (2015). Metode penelitian kombinasi (mix methods). Alfabeta.
Suharno, & Sutarso, Y. (2010). Marketing in practice. Graha Ilmu.
Sunyoto, D. (2013). Strategi pemasaran: Rencana dan implementasi. Graha Ilmu.
Sunyoto, D. (2018). Konsep dasar riset pemasaran dan perilaku konsumen. CAPS.
Surianti, S., Rahmah, P., Minarti, A., Abbas, M., & Amrial, A. (2024). Pengaruh promosi online terhadap peningkatan jumlah pelanggan pada Galery Café Soppeng. Jurnal Ilmiah Metansi (Manajemen dan Akuntansi), 7(2), 447–455. https://doi.org/10.57093/metansi.v7i2.340
Sutarso, W. (2010). Strategi pemasaran dalam perspektif pemasaran jangka panjang. PT Elex Media Komputindo.
