PENGARUH KUALITAS PELAYANAN RETAIL TERHADAP KEPUASAN KONSUMEN PADA SWALAYAN MART 212 DI KOTA MEDAN

Arief Hadian, Muhammad Rahmat

Abstract


Tujuan penelitian yang ingin dicapai dalam penelitian ini adalah untuk mengetahui besarnya pengaruh kualitas pelayanan swalayan 212 Mart yaitu aspekfisik, kehandalan, interaksi pribadi, pemecahan masalah dan kebijakan terhadap kepuasan konsumen swalayan 212 Mart di Kota Medan. Jenis penelitian ini menggunakan penelitian kuantitatif yang berjenis asosiatif. Penelitian ini akan dilakukan dilakukan pada pelanggan swalayan 212 Mart yang berbelanja pada swalayan 212 Mart di wilayah Kota Medan. Populasi dalam penelitian ini adalah masyarakat yang melakukan pembelian pada swalayan 212 Mart. Sampel dalam penelitian ini adalah sebesar 100 orang. Untuk teknik pengambilan sampel menggunakan teknik nonprobability sampling yaitu dengan metode purposive sampling. Pada penelitian ini dimensi kebijakan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan konsumen pada swalayan swalayan 212 Mart.

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DOI: https://doi.org/10.36987/ecobi.v6i2.12

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