| dc.description.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. | en_US |
