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All Journal Jurnal Riset Manajemen Journal of Education Religion Humanities and Multidiciplinary
Sifta Airul Anisah
Universitas Muhadi Setiabudi
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Nursing Social Sciences

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Pengaruh Kualitas Pelayanan, Kompetensi, dan Kinerja Karyawan Terhadap Kepuasan Konsumen Alfamart di Kecamatan Wanasari Kabupaten Brebes Sifta Airul Anisah; Nur Khojin; Akbar NPD Wahana
Journal of Education Religion Humanities and Multidiciplinary Vol. 4 No. 1 (2026): Juni 2026
Publisher : CV. Rayyan Dwi Bharata

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57235/jerumi.v4i1.8756

Abstract

Kepuasan konsumen menjadi salah satu indikator penting dalam menilai keberhasilan layanan ritel. Beberapa gerai Alfamart di Kecamatan Wanasari masih menghadapi tantangan yang berkaitan dengan mutu layanan, kemampuan karyawan, serta pelaksanaan pekerjaan yang berpotensi memengaruhi pengalaman pelanggan. Penelitian ini bertujuan mengkaji kontribusi kualitas pelayanan, kompetensi, dan kinerja karyawan terhadap kepuasan konsumen. Penelitian dilakukan menggunakan pendekatan kuantitatif dengan melibatkan 400 responden yang dipilih melalui teknik purposive dan accidental sampling. Data dianalisis menggunakan regresi linear berganda. Hasil analisis menunjukkan bahwa ketiga variabel berkontribusi terhadap kepuasan konsumen. Nilai R Square sebesar 0,804 mengindikasikan bahwa 80,4% variasi kepuasan konsumen dapat dijelaskan oleh model penelitian. Temuan ini menegaskan pentingnya pengelolaan sumber daya manusia dan peningkatan mutu pelayanan untuk menjaga kepuasan pelanggan.
Pengaruh Kualitas Pelayanan, Kompetensi, Kinerja Karyawan dan Disiplin Kerja terhadap Kepuasan Konsumen Alfamart di Kecamatan Wanasari, Kabupaten Brebes Sifta Airul Anisah; Nur Khojin; Akbar NPD Wahana; Hendri Sucipto; Slamet Bambang Riono
JURNAL RISET MANAJEMEN (JURMA) Vol 4 No 3 (2026): September: JURNAL RISET MANAJEMEN (JURMA)
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jurma.v4i3.4770

Abstract

This study aims to examine the contribution of service quality, competence, employee performance, and work discipline to consumer satisfaction. The research employed a quantitative approach involving 400 respondents selected through purposive and accidental sampling techniques. The data were tested using validity and reliability tests, as well as classical assumption tests, including linearity, normality, multicollinearity, heteroscedasticity, and autocorrelation tests. Data analysis was conducted using multiple linear regression, including the F-test, t-test, and coefficient of determination (R²). The results indicate that all four independent variables contribute significantly to consumer satisfaction. The coefficient of determination (R²) of 0.845 indicates that 84.5% of the variation in consumer satisfaction can be explained by the research model. These findings highlight the importance of effective human resource management and continuous improvement in service quality to maintain consumer satisfaction at Alfamart stores in Wanasari District, Brebes Regency. The research also shows that improving employee competency and work discipline is a key focus in efforts to provide consistent service to customers. These findings can serve as evaluation material for management in designing strategies to continuously improve service quality and employee performance.
Co-Authors Akbar NPD Wahana Hendri Sucipto Nur Khojin Riono, Slamet Bambang