PENGARUH KUALITAS PELAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN PELANGGAN LABATU SPA BATAM

Abstract

ABSTRACT
The customer needs for premises which can provide beauty treatmens and body care services is growing rapidly
and it has made the spa service providers are required to know the customers, behaviorthen conform the ability of
the company to the customer needs. This research is meant to find out the influence of service quality, price and
location to the customer satisfaction at Labatu Spa Batam. The population is the customers of Labatu Spa Batam
who have ever used beauty treatment and body care with unlimited numbers (the numbers cannot be
determined). Mean while, the samples are 80 respondets and they have been selected by usding accidental
sampling technique i.e the female and male visitors, aged 17-40 years, who have ever done or doing the beauty
treatment and body care at Labatu Spa Batam within one year, and they are willing to fill in the questionnaires
which has been prepared by the researcher and to give the answer as accurately as possible and coincidental
(Accidental) meet with the researcher. According to the result of model feasibility test, the model which has been
made by the researcher is fasible to be carried out. Based on the result of the research, the hypothesis
test between the service quality variable and location has significant and positive influence to the customer
satisfaction. It indicates that when the service quality is getting well and the right selection of location by the
company will increase the customer satisfaction who visits at Labatu Spa Batam. Meanwhile, the price variable
does not have any significant influence to the customer satisfaction. It indicates that the price does not become
the consideration to the customer satisfaction who visits the Labatu Spa Batam.

Keywords: Service Quality, Price, Location and Customer Satisfaction.