PENGARUH KUALITAS LAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN PELANGGAN PADA VAPORPRO NGAGEL SURABAYA

Abstract

Companies can be said to be successful in meeting consumer needs can be measured from whether customers feel satisfaction or not. Customer satisfaction is one of the problems that is commonly encountered by companies. Customer satisfaction has an important role in the progress of a business, when the customers feel satisfied, then companies will gain benefit from the satisfaction of their customer.This research is aimed to examine the influence of service quality, price and location to the customer satisfaction through the issuance of questionnaires which has been conducted by researchers on VaporPro Ngagel Surabaya.The population in this research is all customers of VaporPro Ngagel Surabaya. The sample collection technique has been carried out by using purposive sampling, and the numbers of samples in this research are 105 respondents. The analysis has been done by using multiple regressions analysis with the 23.0 version SPSS (statistical product and service solution) application tool.Based on the result of feasibility test the regression models are feasible and can be used for further analysis. Based on the result of the research, it indicates that service quality gives positive and significant influence to the customer satisfaction, price gives positive and significant influence to customer satisfaction, and place gives positive and significant influence to customer satisfaction.

Keywords: Service quality, price, place, customer satisfaction