PENGARUH HARGA, ORANG, CITRA MEREK DAN PENANGANAN KELUHAN TERHADAP KEPUASAN PELANGGAN PADA IKITA CREATIVE SURABAYA

Abstract

The purpose of this study is for analyzing the influence of price, brand image and complaint management for the satisfaction of Ikita Creative’s customers in Surabaya. This study applies quantitative method. The technique for collecting the samples of this study is nonprobability sampling, the technique which does not give any opportunity for each element of population to be the samples. This studies applies the distributing questionnaires technique which are arranged and set for collecting data from the respondents. The amount of this study is 100 questionnaires. This study applies multiple linear regression technique with SPSS, version 21. The result of the study shows that the people give positive and significant impact to the customers’ satisfaction, the price give positive and significant impact to the customers’ satisfaction, the brand image give positive and significant impact to the customers’ satisfaction, the complaint management gives positive and significant impact to the customers’ satisfaction of Ikita Creative’s customers in Surabaya.
Keywords: price, people, brand image, complaint management, customers’ satisfaction.