Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Salon “Johnny Andrean” Medan.

Abstract

This study aims to identify and analyze the influence of the quality of service to client satisfaction on Johnny Andrean Salon Medan. The population in this study is the individual customers who want to get the services of a salon. The sampling technique using purposive sampling method, the sample is selected with certain criteria. the criteria that the research sample customers are customers who have used services of the salon more than once. The sample used in this study amounted to 90 clients. The type of data used are primary data collected using questionnaires distributed to customers. Data analysis method used is multiple linear regression analysis with significance level of 5% (α = 0.05). The results showed that the quality of the service consists of Tangibles, Reliability, Responsiveness, Assurance and Empathy positive and significant impact on client satisfaction on Johnny Andrean Salon Medan. Through testing the coefficient of determination (adjusted R Square) obtained a value of 0.755 means that 75.50% customer satisfaction on Johnny Andrean Salon field as the dependent variable can be explained by the Tangibles, Reliability, Responsiveness, Assurance, and Empathy as an independent variable, while the remaining 24, 50% can be explained by other variables not examined in this study.