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All Journal Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Soraya Widitasari
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Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pelanggan di Toko Kamila Grosir Karawang Soraya Widitasari; Puji Isyanto; Neni Sumarni
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 6 No. 10 (2024): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v6i10.2920

Abstract

The research was conducted with the aim of identifying the impact of service quality and facilities on the level of customer satisfaction at the Kamila Grosir Karawang store. The research method used was quantitative using a purposive sampling technique, and involved a sample size of 98 respondents who were customers who had visited or shopped at the shop. The analysis was carried out using multiple linear regression using the f test and t test, and a relevant level of 5%. The research results show that service quality is influenced and relevant to customer satisfaction, as well as facilities that have a relevant influence on customer satisfaction at the Kamila Grosir Karawang store. Apart from that, the quality of service and facilities simultaneously influences and is relevant to customer satisfaction at the Kamila Grosir Karawang store. It can be concluded from this research that the quality of service and facilities are mutually influenced by customer satisfaction at the Kamila Grosir Karawang store. There is an implication that maintaining consistency in service quality and providing services that meet customer needs can contribute to forming loyalty. Customers who feel valued and comfortable during the shopping process are more likely to remain loyal to the business.
Co-Authors Isyanto, H. Puji Neni Sumarni