PENGARUH LAYANAN KARYAWAN, LINGKUNGAN TOKO, DAN LOKASI TERHADAP KEPUASAN KONSUMEN (STUDI KASUS SUPER INDO TROPODO DI SIDOARJO)

Abstract

Satisfaction is an emotional expression to something which has been received or perceived by a person. Customer
satisfaction is not formed in a short period, but it is formed through a learning process and based on the result of
the customer experiences itself, either the purchasing or continuous services in a long period.The purpose of this
research to determine the influence of employee services, store environment and place to the customer
satisfaction. The research object is Super Indo tropodo, Sidoarjo. The population is all customers of Super Indo
tropodo in Sidoarjo. The sampling technique has been applied by using Accidental Sampling technique so that
the samples in this research are 100 customers Super Indo consumer who have met accidentally in Super Indo
tropodo, Sidoarjo. Data analysis technique has been done by using in this research is multiple linear regression
analysis.The result of the classic assumption test which has been done through normality, multicollinearity, and
heteroscedasticity describes that all variables which have been applied in the research do not violate the
predetermined requirements. Meanwhile, according to the result of model feasibility test, the regression models
which have been applied in this research is feasible to be used. The result of hypothesis test shows that employee
service, store environment, and place give significant influence to the customer satisfaction.

Keywords: Employee service, store environment, place and customer satisfaction