Pengaruh Pelayanan Prima dan Ketersediaan Barang terhadap Kepuasan Pelanggan pada Toko Madura di Wilayah Baliwerti Surabaya

Gandyss Adi Radia Hafsari (Universitas 45 Surabaya)
Bambang Karnain (Universitas 45 Surabaya)

Jurnal Mahasiswa Manajemen dan Akuntansi
Vol. 5 No. 2 (2026): Oktober : JUMMA'45: Jurnal Mahasiswa Manajemen dan Akuntansi

This study aims to determine the effect of excellent service and product availability on customer satisfaction at Toko Madura in the Baliwerti area of Surabaya. This research employed a quantitative approach with 100 respondents selected through purposive sampling. Data were collected using questionnaires and analyzed using multiple linear regression with SPSS 26.The results show that excellent service has a positive and significant effect on customer satisfaction (t = 13.749; p = 0.000). Product availability also has a positive and significant effect on customer satisfaction (t = 6.330; p = 0.000). Simultaneously, excellent service and product availability have a positive and significant effect on customer satisfaction (F = 208.494; p = 0.000). The Adjusted R Square value of 0.807 indicates that both independent variables explain 80.7% of the variation in customer satisfaction. These findings indicate that improving service quality and product availability jointly plays an important role in increasing customer satisfaction at Toko Madura in the Baliwerti area of Surabaya.