Abstract
The purpose of this study explains: 1) the influence of service quality on customer satisfaction, 2) the influence of Store Image on customer satisfaction, 3) the effect of price on customer satisfaction, 4) test service quality, store image and price on customer satisfaction in UD Menara 05 Kudus. This research is a field research with a quantitative description. Data collection was carried out by free guided interviews, participatory observation, and documentation. Furthermore, the researcher conducted the validity of the data with the model of extension of observations, increasing persistence, triangulation, member checks, and peer discussion. The results showed that the influence of service quality, store image and price on customer satisfaction in Kudus is good and optimal. Because it is supported and encouraged from the company and within the family. In terms of service quality, the quality in UD Menara 05 Kudus is categorized as sufficient, Store Image is in the sufficient category, and Prices are categorized as good for customer satisfaction
Highlights
Tingginya angka persaingan di dunia bisnis membuat perusahaan berlomba-lomba untuk dapat memenangkan hati konsumennya
The results showed that the influence of service quality, store image and price on customer satisfaction in Kudus is good and optimal and is appropriate in the Islam perspective
D. Kualitas pelayanan, harga, citra toko, berpengaruh signifikan terhadap kepuasan pelanggan di UD Menara 05 Kudus
Summary
Tingginya angka persaingan di dunia bisnis membuat perusahaan berlomba-lomba untuk dapat memenangkan hati konsumennya. Persepsi konsumen tentang kualitas pelayanan yang lebih dari yang diharapkan akan mewujudkan kepuasan konsumen, selain kualitas pelayanan faktor lainnya yang tidak kalah penting dalam menentukan kepuasan adalah nilai pelanggan. Para pelaku bisnis harus menyiapkan strategi agar dapat menyenangkan hati dan membangun rasa antusias konsumen dalam mengonsumsi produk dan jasa, sehingga akan membuat konsumen/pelanggan terkesan. Penelitian lain juga dilakukan oleh Nazarudin Aziz yang menunjukkan bahwa terdapat pengaruh yang signifikan dari tangible (X1), reliability (X2), responsiveness (X3), assurance (X4) dan empathy (X5) dan kepuasan nasabah (X6) terhadap loyalitas nasabah pada PT Bank Rakyat Indonesia Cabang Padang. Besarnya pengaruh dari kualitas pelayanan (tangible, reliability, responsiveness, assurance dan empathy) dan kepuasan nasabah terhadap loyalitas nasabah adalah sebesar 54,6% dan sisanya sebesar 45,4% dipengaruhi oleh variabel lain yang tidak masuk kedalam model penelitian (Putra & Aziz, 2019).
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