Analysis of the Effect of Service Quality on Customer Satisfaction

Ami (), M. Andri Juniansyah (), Rena Tanjung () and Opi ()
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Ami: Universitas Nusa Putra Sukabumi, Management Study Program, Faculty of Business and Humanities
M. Andri Juniansyah: Universitas Nusa Putra Sukabumi, Management Study Program, Faculty of Business and Humanities
Rena Tanjung: Universitas Nusa Putra Sukabumi, Management Study Program, Faculty of Business and Humanities
Opi: Universitas Nusa Putra Sukabumi, Management Study Program, Faculty of Business and Humanities

A chapter in Proceedings of the International Conference on Economics, Management, and Accounting (ICEMAC 2022), 2023, pp 125-134 from Springer

Abstract: Abstract Service quality is something that is directly noticed by customers and is the first determining factor in customer satisfaction. This is because a service interacts directly with customers and its intangible nature and cannot be owned makes customers need evidence that the services they receive are as expected through the quality of service provided by service providers. Customers will infer the quality of the service from the places, people, communication actions, and prices they observe. Customer satisfaction is something that is felt when the needs and desires of consumers are met or even exceed their perceptions and expectations through the services provided. The type of research used is descriptive research with the approach used is a quantitative approach. The aim of this research is to find out how much influence the independent variables have Tangibles (X1), Reliability (X2), Responsiveness (X3), Assurance (X4) and Empathy (X5) to the dependent variable Consumer Satisfaction (Y). The tool for measuring in this quantitative research is a questionnaire to produce data obtained in the form of answers from consumers or patients to questions or questions asked.

Keywords: Service Quality; Customer Satisfaction; Tangibles; Reliability; Responsiveness; Assurance; Empathy (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-94-6463-226-2_11

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