ANALISIS HARAPAN DAN PERSEPSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN ALFAMIDI WISMA TROPODO

Abstract

The purpose of this research is to find out the influence of expectation and perception of service quality to the customer satisfaction on Alfamidi Wisma Tropodo Sidoarjo. The population of this research is the customers who have ever shopped on Alfamidi Wisma Tropodo Sidoarjo. The sample collection technique has been done by using accidental sampling with the samples are 100 respondents. The data analysis technique has been done by using multiple linear regressions. The result of the research shows that expectations and perception of service quality has positive and significant influence to the customer satisfaction. The result shows that when the expectation and perception of service qualityof the customer who is shopping on Alfamidi Wisma Tropodo Sidoarjo is getting better,it will increase the customer satisfaction. The result of the test shows that based on the partial determination coefficient variable, the perception of service quality variable has become a variable which has dominant influence to the customer satisfaction.
Keywords:Expectations, Service Quality Perception, Customers’ Satisfaction