Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pelanggan Pada Tri Jay’s Salon Dan Spa Di Singaraja

Abstract

This research aimed to: (1) examine the effect of service quality on customer satisfaction at Tri Jay's Salon and Spa, (2) examine the effect of facilities on customer satisfaction at Tri Jay's Salon and Spa, and (3) examine the effect of service quality and facilities on customer satisfaction at Tri Jay's Salon and Spa. This research was a quantitative study. By using purposive sampling, 76 respondents were used as the sample of this study. The data collection technique used a questionnaire and the collected data was analyzed using multiple regression tests. The results of this study at the 5% level indicated that: (1) There was an effect of service quality on customer satisfaction at Tri Jay's Salon and Spa Singaraja. It was indicated by the value of the regression coefficient which had a positive value of 0.786; (2) There was an effect of facilities on customer satisfaction at Tri Jay's Salon and Singaraja. This was indicated by the value of the regression coefficient which had a positive value of 0.561; (3) Customer satisfaction was simultaneously influenced by the quality of services and facilities at the coefficient of determination of 94.1%, while the remaining 5.9% was affected by other factors which was not examined in this study.