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All Journal International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) International Conference on Health Science, Green Economics, Educational Review and Technology (IHERT) Jurnal Nuansa: Publikasi Ilmu Manajemen dan Ekonomi Syariah Jurnal Ilmiah Manajemen Dan Kewirausahaan
Hidayati Purnama Lubis
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Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions

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Journal : Jurnal Ilmiah Manajemen Dan Kewirausahaan

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Analisis Harga, Kualitas Pelayanan dan Faktor Emosional terhadap Kepuasan Pelanggan di Laundry Super Wash Tasya Hafifah; Hidayati Purnama Lubis
Jurnal Ilmiah Manajemen dan Kewirausahaan Vol. 4 No. 3 (2025): September: Jurnal Ilmiah Manajemen dan Kewirausahaan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jimak.v4i3.4873

Abstract

This research aims to assess the factors that influence customer satisfaction, focusing on three primary variables: Price, Service Quality, and Emotional Aspects. The study employs an associative quantitative method, utilizing interviews and questionnaire distribution to customers of Laundry Super Wash in Medan. Multiple linear regression analysis is used to evaluate the extent to which each variable affects customer satisfaction. The findings indicate that Service Quality exerts the most dominant and significant influence, followed by Emotional Factors, whereas Price does not show a significant partial effect. The t-test results show that Price has a t-value of 3.413 > 1.663 but remains statistically insignificant; Service Quality has a t-value of 6.022 > 1.663, indicating significance; and Emotional Factors have a t-value of 3.167 > 1.663, also indicating significance. The F-test confirms that all three variables collectively have a significant impact on customer satisfaction. The coefficient of determination (R²) of 0.703 reveals that the regression model explains approximately 70.3% of the variance in Customer Satisfaction. Based on these findings, it is recommended that the company prioritize enhancing service quality and strengthening emotional connections with customers, while pricing can be considered a less critical factor in improving satisfaction.
Co-Authors , Wilchan Robain Annisa Eka Maghfiroh Dennis Nathanael Eka Soraya Ellysa H. Akhmad Taufik Minarti Sri Wachyuni Muhammad Azril Muhammad Caisar Tarigan Nura Amalia Afan Redika Pasaribu Rizki Dwi Ananda Suryani Sajar Tasya Hafifah