PENGARUH KUALITAS PELAYANAN, HARGA, DAN EMOSIONAL TERHADAP KEPUASAN PELANGGAN TOKO JAM TANGAN ONLINE CLASSICWATCHES.IDN

Abstract

This research aimed to find out the effect of service quality, price, and emotion on the customers' satisfaction at the Classicwatches.idn online watch store. Moreover, the research was quantitative with non probability sampling as the data collection technique. While the sampling technique used purposive sampling. Furthermore, the instrument in the data collection technique was questionnaires which were distributed through google-form. In line with that, the sample was Surabaya citizens who had purchased and used the product of Classicwatches.idn online watch store consisting of 100 respondents. The data analysis technique used multiple linear regression. Additionally, the data were primary. The result concluded that service quality had a positive and significant effect on customers’ satisfaction. It showed that the service which was given was accountable. Likewise, price had a positive and significant effect on customers’ satisfaction as the price at Classicwatches.idn online watch store was affordable and suitable with the advantage wanted by the customers. Similarly, the emotion had a positive and significant effect on the customers’ satisfaction since watches at Classicwatches.idn online watch store was able to support the appearance in customers’ daily activities.