Yauw, Raymond
(2018)
The effect service quality towards customer satisfaction in Ikea Tangerang.
Bachelor thesis, Universitas Pelita harapan.
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Abstract
The purpose of the study is to analyze the effect of service quality (reliable, responsiveness, assurance, empathy, and tangible) toward customer satisfaction in IKEA. As we know great services is about figuring out what the customer values most of all and delivering it consistently. Evaluation of service quality will precede assessment of satisfaction. Consumers tend to evaluate or assess the quality of services provided and feel satisfaction over the services it receives. The population in this study is people who live in Tangerang. The instrument for collecting data is using questionnaire. The number of samples that obtained in this study is 105 samples. This research use convenience sampling technique. The data will be analyzed by using multiple regression analysis method by using SPSS 24.0 statistical software. The results of this study found that reliable, responsiveness, empathy, and tangible has positive effect on customer satisfaction, and empathy has the highest positive effect toward customer satisfaction. However, it is found that there is no significant effect between assurance toward customer satisfaction.
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