PENGARUH PERCEIVED WAITING TIME DAN SATISFACTION WITH WAITING ENVIROMENT TERHADAP SERVICE SATISFACTION PADA SAMSUNG CENTRE SURABAYA - Rosantika Rosantika (Perpustakaan Universitas Surabaya, 2019)
Abstrak – Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh perceived waiting time dan satisfaction with waiting enviroment terhadap service satisfaction di Samsung Centre Surabaya. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan metode Partial Least Square program software SmartPLS versi 2.0. Data yang digunakan dalam penelitian adalah data primer yang diperoleh dari penyebaran kuesioner. Sampel dari penelitian menggunakan non-probability sampling, karakteristik populasi adalah konsumen yang pernah melakukan service di Samsung Centre Surabaya selama 6 bulan terakhir dan memiliki umur minimal 17 tahun. Jumlah sampel yang digunakan dalam penelitian sebanyak 120 sampel. Hasil penelitian ini menunjukan bahwa adanya hubungan positif dan signifikan dari perceived waiting time terhadap waiting time satisfaction, satisfaction with waiting enviroment terhadap waiting time satisfaction, waiting time satisfaction terhadap service satisfaction, waiting time satisfaction terhadap service satisfaction dan satisfaction with waiting enviroment terhadap service satisfaction di Samsung Centre Surabaya. Kata kunci: Perceived Waiting Time, Satisfaction with Waiting Enviroment, Waiting Time Satisfaction, Service Satisfaction Abstract – This study aims to determine and analyze the effect of perceived waiting time and satisfaction with waiting enviroment to and service satisfaction at Samsung Center Surabaya. This research uses quantitative approach by using Partial Least Square method of SmartPLS version 2.0 software program. The data used in the research is the primary data obtained from the distribution of questionnaires. The sample of the study using non-probability sampling. population characteristics are consumers who have done service at Samsung Center Surabaya for the last 6 months and have a minimum age of 17 years. The number of samples used in this research is 120 samples. The results of this study indicate that there is a positive and significant relationship of perceived waiting time to waiting time satisfaction, satisfaction with waiting environment to waiting time satisfaction, waiting time satisfaction to service satisfaction, waiting time satisfaction to service satisfaction and satisfaction with waiting environment to service satisfaction at Samsung Center Surabaya Kata kunci: Perceived Waiting Time, Satisfaction with Waiting Enviroment, Waiting Time Satisfaction, Service Satisfaction