ANALISIS DAMPAK KUALITAS LAYANAN DALAM MEMBENTUK KEPUASAN PELANGGAN PRECIOUS STUDIO SEMARANG

Abstract

Customer satisfaction became responsive service system formation concerning customer need. Aim of this research was to analyze tangible, reliability, responsiveness, assurance and attention of Precious Studio Semarang customer’s satisfaction. This research measured by using Statistical Package for social Science (SPSS) 13.0. Questionnaire and interview is used as primary data in this research, and literature study as the secondary data. Primary data obtained from distributing questionnaire to the Precious Studio Semarang’s musical instrument user, about 100 respondents using accidental sampling collection technique. Double regression analysis was used as analysis tool in this research. Analysis result showed that tangible, reliability, responsiveness, assurance, and attention proved have both positive and significant influence to Precious Studio Semarang customer’s satisfaction. Among the other 5 variables, the most positive and significant to the Precious Studio Semarang customer’s satisfaction is reliability.