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All Journal Bisnis Net : Jurnal Ekonomi dan Bisnis
Jois Fera Diana
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Economics, Econometrics & Finance

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PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN PELANGGAN LABORATORIUM LABBIOGEN DI SURABAYA Jois Fera Diana; Achmad Djoni Sudirman
Bisnis-Net Vol 6, No 2 (2023)
Publisher : Universitas Dharmawangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46576/bn.v6i2.3693

Abstract

This study aims to determine whether service quality and company image have an effect on customer satisfaction at the Labbiogen Laboratory in Surabaya. This research is a descriptive quantitative type with a population of 92 customers of Labbiogen Laboratory in the city of Surabaya and samples were obtained using a purposive sampling technique, where the criterion was that the customer had at least checked at least 2 times. The research data is primary data using a questionnaire which is distributed using a Google Form, which is done to avoid transmission of the Covid-19 virus. The results showed that: Service Quality and Corporate Image have a significant effect on Customer Satisfaction of the Labbiogen Laboratory in Surabaya, both partially and simultaneously. From the results of the coefficient of determination, the R2 value is 0.479 or 47.90%. This shows that customer satisfaction can be explained by 47.90% by the independent variables namely Service Quality and Company Image). While 52.10% of the variable Customer Satisfaction is explained by other variables outside the independent variables in this study.
Co-Authors Achmad Djoni Sudirman