PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA KEELA AESTHETIC CLINIC SURABAYA

Abstract

This research aimed to find out the influence of dimensions service quality which consist of physical evidence, feasibility, awareness, emphaty, and guarantee the custumers satisfaction at Keela Aesthetic Clinic Surabaya. This reaserach was quantitative research with comparative causal method. The population of this research used respondent who have ever used service of Keela Aesthetic Clinic Surabaya. The sample collection technique used accidental sampling technique with the number of sample were 98 respondents. Meanwhile, the data analysis technique used multiple linear regressions with software instrument of IBM SPSS 24 version. According to the hypothesis result, the results showed that the physical evidence has a significant to the custumers satisfaction. Feasibility variables have a significant on custumers satisfaction. The awareness variable has a significant on custumers satisfaction. The empathy variable has a significant on custumers satisfaction. The variable of guarantee have a significant on custumers satisfaction. Taken together, the independent variable has a significant on the dependent variable that custumers satisfactionat Keela Aesthetic Clinic Surabaya.
Keywords: physical evidence, feasibility, awareness, empathy, guarantee and custumers satisfaction.