Effect Of Service Quality On Customer Satisfaction Kia Laundry Study In Kampung Baru, Bandar Lampung

Abstract

This research was conducted to determine the effect of service quality on customer satisfaction at Kia Laundry in Kampung Baru, Bandar Lampung. In his research method, researchers used quantitative methods, with a sample population of 125 customers using a purposive sampling technique. Using multiple linear regression analysis as technical data analysis. From closing the research simultaneously shows the quality of service which includes a variety of physical evidence, empathy, responsiveness, reminders, guarantees have a positive and significant effect on customer satisfaction. While the results of the study partially only responsiveness and reliability variables which have no effect on customer satisfaction, while physical evidence, empathy and assurance have an influence on customer satisfaction. The coefficient of determination Adjust R Square (R2) on the magnitude of the service quality variable in showing its effect on customer satisfaction is 35.6%, while the remaining 64.4% can be indicated by other variables not measured in this study. This is directly related to customer satisfaction regarding experience, honesty, security, and patience in responding to all customer complaints. Match services are carried out swiftly and precisely, so that customers have a sense of security. Thus, the better the guarantee provided by Kia Laundry, the higher customer satisfaction will be.