The Influence of Price and Facility towards Customer Satisfaction in Kolam Renang Marelan City Family Club, Medan

Onggo, Verennia (2021) The Influence of Price and Facility towards Customer Satisfaction in Kolam Renang Marelan City Family Club, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In today's era, business competition has been getting more competitive than in the other era. Everyone has the same chances to access information and gain knowledge easily from the internet. The customers nowadays too, as they are having access to the internet and social media, have been more selective and open in expressing their satisfaction and dissatisfaction with products or services. Kolam Renang Marelan City Family Club has received many complaints in Google Review, especially regarding the price and facility that are provided. This research aims to find whether there is influence of price and facility towards customers’ satisfaction. This research use quantitative method by distributing electronic questionnaire through Google Form, to collect data from 95 Kolam Renang Marelan City Family Club visitors who have visited the place in the last two years. This study uses SPSS Aplication to analyze the data and employing multiple linear regression method to analyze the relationship between variables. The data gathered has showed to be normally distributed, exempted from heteroscedasticity and multicolinearity model. The multiple linear regression equation is formulated as Y = 11.881 + 0.139 X1 + 0.423 X2. This research indicates that price and facility simultaneously influence the customer satisfaction in Kolam Renang Marelan City Family Club. Price partially do not influence customer satisfaction meanwhile the facility partially have influence on customer satisfaction in the research object./Dalam era sekarang, kompetisi dalam berbisnis telah menjadi semakin komptitif dibandingkan dengan era lainnya. Semua orang memiliki kesempatan yang sama dalam mengakses informasi dan mendapatkan ilmu dengan mudah dari internet. Pelanggan di jaman ini juga, karena bisa mengakses internet dan media sosial, telah menjadi lebih selektif dan terbuka dalam mengutarakan kepuasan dan ketidakpuasan yang mereka alami terhadap suatu produk ataupun jasa. Kolam Renang Marelan City Family Club telah mendapatkan banyak complain di Google Review, terutama mengenai harga dan fasilitas yang telah tersedia. Penelitian ini menggunakan metode kuantitatif dengan menyebarkan kuesioner elektronik melalu Google Form, untuk mengumpulkan data dari 95 pengunjung Kolam Renang Marelan City Family Club yang pernah berkunjung dalam 2 tahun terakhir. Penelitian ini menggunakan aplikasi SPSS untuk mengolah data and menggunakan metode multiple linear regression untuk menganalisa hubungan antar variabel. Data yang telah dikumpulkan sudah terdistribusi secara normal, tidak merupakan model heterodaskesitas dan multikolinearitas. Persamaan multiple linear yang dihasilkan dapat diformulakan sebagai Y = 11.881 + 0.139X1 _ 0.423 X2. Penelitian ini menunjukkan bahwa harga dan fasilitas secara sekaligus berpengaruh terhadap kepuasan pelanggan. Harga secara parsial tidak mempengaruhi kepuasan pelanggan, sedangkan fasilitas secara parsial memiliki pengaruh terhadap kepuasan pelanggan di Kolam Renang Marelan City Family Club.

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