Pengaruh Bukti Fisik, Keandalan, Jaminan, Daya Tanggap dan Empati Terhadap Kepuasan Konsumen pada Minimarket 212 di Kota Medan

Abstrak / Ringkasan

Minimarket 212 (212 Mart) as a company in the retail field with the concept of Islamic sharia, of course provide excellent service quality to provide satisfaction to customers it. However, from previous observations at several outlets at Minimarket 212 (212 Mart), it can be seen that only a few consumers shop at Minimarket 212 (212 Mart) in Medan and surrounding areas. This study aims to determine the effect of service quality on consumer satisfaction at Minimarket 212 (212 Mart) in Medan and surrounding areas. This research method used was field research by distributing questionnaires. The population in this study were all consumers of Minimarket 212 (212 Mart) in Medan and surrounding areas. The sampling technique uses incidental sampling combined with the moe formula (marginal of error), so that the number of research samples is 100 respondent. The results of this study indicate that the variables of reliability, assurance and empathy have a significant influence on consumer satisfaction at Minimarket 212 (212 Mart) in Medan and its surroundings. Tangible and responsiveness didn’t have a significant effect on customer satisfaction at Minimarket 212 (212 Mart) in Medan and its surroundings.

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