Main Article Content
Abstract
This study was aimed to figure out if there is significant correlation between service quality and customers' satisfaction at Rumah Cantik Amanie in Kebun Tebeng of Bengkulu municipality. This was a quantitative study. Method used in this study was survey. Data collection was done by giving away questionnaire in the form of written statement to be filled in by the respondents based on the real situation. The respondents were 212 people, taken by purposive sampling technique. Data analysis method used were descriptive analysis and correlation analysis. Based on the analysis result and hipothesis examination it could be concluded that: (1) Amanie salon's service quality had been quality in the customers' opinion proven by average score of 4.04. This average score was in the range of 3.41 - 4.20 which was categorized to be "quality"; (2) Amanie salon's customers' satisfaction had already been satisfied category, with average answer of 4.09. This score was in the range of 3.41-4.20 which meant "satisfied"; (3) There was correlation between service quality and Amanie salon's customers' satisfaction with correlation coefficent of 0.977. The capability of service quality variable in explaining the rise and fall of Amanie Salon's customers' satisfaction was still huge. It was 95.45%, while the rest 4.55% was affected by other factor which was not studied.
Keywords : service quality, customers' satisfaction
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References
Bitner, Mary Jo, 2003, Service Marketing Integration Customer
Focus Acroos The Firm. Boston; Mc Graw Hill
Darmawan Suryot.2013.Dasar-dasar Manajemen Pemasaran.
Yogyakarta:CAPS
Freddy Rangkuti, (2002) The Power of Brands, Teknik Mengelola
Brand Equity dan Strategi Pengembangan Merek.
Jakarta:Gramedia Pustaka.
Kotler, Philip, 2002. Manajemen Pemasaran. Edisi Kesepuluh.
Diterjemahkan oleh Benyamin Molan. Jilid 1. Jakarta : Indeks
Lovelock, Christopher H. dan Wright, Lauren K., 2003,Principles
of Service Marketing and Management, Prentice Hall Inc.,
Upper Saddle River, New Jersey.
Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry,
"SERVQUAL: A Multiple-Item Scale for Measuring Consumer
Perceptions of Service Quality" dalam Journal of Retailing
Volume 64 Number 1 Spring 1988
Salomon, R. Michael dan Stuart, W. Elnora. 2003. Marketing Real
People, RealChoices, International Edition. Prentice Hall. New
Jersey.
Stanton, William J.,(1991),Prinsip Pemasaran,Erlangga, Jakarta.
Sudjana, T., 2008. Sistem Pendidikan Nasional, Alfabelta,
Bandung
Sugiyono.2011.Penelitian Kualitatif Dan Kuantitatif.Bandung:
Alpabeta.
Supranto.2001.Pengukuran Tingkat Kepuasan Kunsumen Untuk
Meningkatkan Permintaan Pasar. Jakarta:PT.Rinike Cipta.
Suryana.2003.Kewirausahaan Ed1.Jakarta:Selemba Empat
Tjiptono, Fandy, (2007) “Stratergi Pemasaran”, Edisi Kedua,
Penerbit Andi, Yogyakarta , 2005. Pemasaran Jasa, Edisi
pertama. Malang: Bayu Media Publishing.hnik). Bandung:
Tarsito.