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All Journal BUDGETING : Journal of Business, Management and Accounting
Yohana, Elesia Santa
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Humanities Social Sciences

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Pengaruh Kualitas Produk, Kualitas Pelayanan dan Citra Merek terhadap Kepuasan Pelanggan dan Impikasinya pada Loyalitas Pelanggan Klinik Kecantikan Jakarta Barat Yohana, Elesia Santa; Tj, Hery Winoto; Wahyoedi, Soegeng
BUDGETING : Journal of Business, Management and Accounting Vol 5 No 2 (2024): BUDGETING : Journal of Business, Management and Accounting
Publisher : Institut Penelitian Matematika Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

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Abstract

This research involves 125 respondents to identify factors influencing customer satisfaction at Erha beauty clinic. The research findings indicate that both product quality and service quality have a significant impact on customer satisfaction. Product quality, encompassing dimensions such as Perceived Quality, product durability, reliability, product features, and aesthetics, plays a key role in enhancing customer satisfaction. Additionally, good service quality is identified as a crucial factor, with deficiencies in this area considered as customer dissatisfaction. However, brand image is not proven to have a significant impact on customer satisfaction. Furthermore, the study reveals that customer satisfaction positively contributes to customer loyalty, a crucial factor for the sustainable growth of Erha beauty clinic. These findings offer a comprehensive insight into the prioritized factors needed to enhance customer satisfaction and loyalty in the beauty industry. Keywords: Beauty Clinic, Brand Image, Customer Satisfaction, Product Quality, Service Quality
Co-Authors Hery Winoto TJ Soegeng Wahyoedi