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Dian Pertiwi
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THE INFLUENCE OF SERVICE QUALITY ON CONSUMER SATISFACTION AT THE GANDA BAKERY IN PEMATANG SIANTAR Dian Pertiwi; Mariyudi; Adnan; Heriyana
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 3 No. 3 (2024): FEBRUARY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v3i3.376

Abstract

This research aims to find out how service quality influences consumer satisfaction at the Ganda Bakery in Pematangsiantar. The consumer satisfaction indicators used consist of fulfilling consumer expectations, attitude or desire to use the product, recommending to other parties, service quality, loyalty, good reputation, location. then the indicators of reliability used consist of compliance with promises, responsibility, good impression, punctuality, appropriate information. The indicators of responsiveness used consist of fast service, helping consumers, responsive handling of responses. Indicators of assurance consist of communication, credibility, security, competence. Indicators of empathy consist of access, communication, ability to understand customers. Furthermore, indicators of physical evidence consist of the latest or newest equipment, attractive physical facilities, neat appearance and appropriate physical facilities. Where all these variables will be used using the Likert scale. The data used in this study is primary data obtained by distributing questionnaires to 130 consumers who buy at Ganda Bakery in Pematangsiantar. The data analysis technique used in this study is multiple linear regression analysis using the help of SPSS software version 25. The results showed that reliability, responsiveness, assurance, emphaty and physical evidence partially had a positive and significant effect on the consumer satisfaction at the Ganda Bakery in Pematangsiantar.
Co-Authors Adnan Afriwardi Afriwardi Aisyah Elliyanti Almurdi Almurdi Arina Widya Murni Asterina Asterina Aswiyanti Asri Awaluddin Beginer Subhan Bobby Indra Utama Dasrizal Marah Nainin Dessy Arisanti Dewi Dahlan Dia Rofinda, Zelly Dia Doppy Andika Dwi Yulia Efrida Efrida Elizabeth Bahar Elmatris Sy Elmiliyani Wahyuni Endrinaldi Eti Yerizel Fajar Rina Sejati Fajar Rina Sejati Firdaus Gustina Lubis Hadi Oktafiano Hasmiwati Hawis H Madduppa Hendriati, Hendriati Heriyana Husnil Kadri Husnil Wardiyah I Ketut Sudiarta Iing Lukman Indah Lia Pupsita Julizar Julizar Julizar Nazar Mahaputri Ulva Lestari Mahardhika, Arya Samudra Mahata, Liganda Endo Mariyudi Mohamad Reza Nebuchad Nezzar Akbar Neviaty P. Zamani NEVIATY PUTRI ZAMANI Oea Khairsyaf Putri, Biomechy Oktomalio Rahmat Hidayat Rahmat Syawqi Ramadhani, Dhea Amaliya Rauza Sukma Rita Resti Khairunnisa Fitri Rikarni Rikarni Rizanda Machmud Sahrul Ponto Saptino Miro Siti Nurhajjah Sulastri Caniago Syaiful Azmi Tri Yuliana Wijayanti Yufi Latmini Lasari Yulia Efni Yulistini, Yulistini Yustini Alioes Zainal Azwar Zelly Dia Rofinda