The Effect of Core Service Quality and Peripheral Service Quality on Customer Satisfaction.

Abstract

Quality of service and customer satisfaction is an important factor for the success of any business. Customer satisfaction is a business philosophy that tends to create value for customers, anticipate and manage their expectations, as well demonstrate the ability and responsibility to meet their needs. Therefore, this study analyzes the effect of core service quality and peripheral service quality on customer satisfaction, caused by indication of customer dissatisfaction with the services provided by the BMT HARUM REMBANG. Respondents in this study were a sample of 3422 customers BMT HARUM REMBANG with using convenience sampling technique. The study was conducted in the district Rembang with the object of research is clients domiciled in the district Rembang. Data collection in this study using a questionnaire. Data were analyzed using multivariate analysis with IBM SPSS 19 program. Results and implications of this study are theoretically illustrates that this study supports previous research that says that core service quality and peripheral service quality affects customer satisfaction. At the managerial level, this study contributes to the management to improve core services and peripheral services if BMT HARUM REMBANG want to increase customer satisfaction. The coefficient of the variable service quality higher than coefficients core services quality, it was gave space management to the more innovative and varied to provide peripheral services to customers.