PENGARUH KUALITAS PELAYANAN, HARGA, DAN LOKASI TERHADAP KEPUASAN PELANGGAN

Abstract

This research is aimed to find out the influence of service quality, price and place to the customer satisfaction.
The independent variables consist of service quality, price, and place have and influence to the customer
satisfaction as the dependent variable. The research has been conducted at Graha Widya Bhakti Surabaya. The
data collection method has been carried out be issuing questionnaires which are filled in by the respondents who
have ever visited Graha Widya Bhakti Surabaya at least twice. The samples are 70 respondents who have been
selected by using accidental sampling. The result of simultaneous tes shows that the research models have
significant influence to the customer loyalty at Graha Widya Bhakti Surabaya. It is supported by the result of
coefficient correlation 61% which show that there is a correlation among service quality, price, and place to the
customer satisfaction at Graha Widya Bhakti Surabaya. Meanwhile, the result of the t test or partial the shows
that the amount of significance value of service quality is 0.000, the amount is 0.001, and place is 0.000 the
overall result is < 0.05. Therefore, partially all independent variables have significant influence to the dependent
variable.

Keyworbds : service quality, price, place customer satisfaction.