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All Journal Abdi Dosen : Jurnal Pengabdian Pada Masyarakat Jurnal Komunitas: Jurnal Pengabidian Kepada Masyarakat Community Development Journal: Jurnal Pengabdian Masyarakat International Journal of Business and Social Science Research Jurnal Valuasi : Jurnal Ilmiah Ilmu Manajemen dan Kewirausahaan Jurnal Manajemen Dan Bisnis Ekonomi Jurnal Riset Manajemen (Indonesian of Interdisciplinary Journal) Neraca Manajemen, Akuntansi, dan Ekonomi Epsilon : Journal of Management (EJoM) Indonesia Economic Journal
Kusuma, Hero Wirasmara
The University Of Faletehan, Banten, Indonesia
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Journal : Jurnal Manajemen Dan Bisnis Ekonomi

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Analisis Faktor-Faktor Penentu Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Pasar Desa Bojongkulur, Bogor Hero Wirasmara Kusuma; Suhroji Adha; Didi Wandi
JURNAL MANAJEMEN DAN BISNIS EKONOMI Vol. 2 No. 3 (2024): July : JURNAL MANAJEMEN DAN BISNIS EKONOMI
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jmbe-itb.v2i3.1991

Abstract

This research is entitled "Analysis of Determining Factors of Service Quality on Consumer Satisfaction at the Bojongkulur Village Market, Bogor". The aim of the research is to determine the significant positive influence simultaneously and partially between the independent variables, namely service quality consisting of physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) towards the dependent variable, namely customer satisfaction (Y) at the Bojongkulur Village Market. The population in this study were consumers at the Bojongkulur Village Market. Furthermore, the sampling technique used in this research was "Simple Random Sampling" where respondents were shopping at the Bojongkulur Village Market. Data collection was carried out using a questionnaire technique. The results of this research are; (1)Simultaneously, service quality (physical evidence, reliability, responsiveness, assurance and empathy) has a positive, strong and significant effect on consumer satisfaction at the Bojongkulur Village Market. This is shown by the R-Square gain of 63%. (2)Partially, physical evidence has a positive, quite strong and significant effect on consumer satisfaction at the Bojongkulur Village Market. This is shown by the R-Square gain of 54%. (3)Partially, reliability has a positive, quite strong and significant effect on consumer satisfaction at the Bojongkulur Village Market. This is shown by the R-Square gain of 58%. (4)Partially, responsiveness has a positive, relatively strong and significant effect on consumer satisfaction at the Bojongkulur Village Market. This is shown by the R-Square gain of 60%. (5)Partially, guarantees have a positive, strong and significant effect on consumer satisfaction at the Bojongkulur Village Market. This is shown by the R-Square gain of 62%. (6)Partially, empathy has a positive, quite strong and significant effect on consumer satisfaction at the Bojongkulur Village Market. This is shown by the R-Square gain of 52%.
Co-Authors Astuti, Peni Azizi, Enji Darmawan, Erwan Didi Wandi Enji Azizi Eza Mario Firmansyah Irawan Kusuma, Andiko Nugraha Mira Nurhikmat Monica Septiani Nufus Trinan Sefia Nurdiawati, Ela Nurhikmat, Mira Putra, Handika Rochman, Dadang Siti Salma Nurul Huda Suhroji Adha Titin Nasiatin Yulaikah Yulaikah, Yulaikah Yulianti, Eneng