Hubungan Persepsi Positif dan Harapan Konsumen dengan Kepuasan Pelayanan pada Konsumen Pembeli Tirai di X Gallery Yogyakarta
Keywords:
Positive perceptions, Expectations, Service satisfactionAbstract
The purposes of this research is to find out the relationship between positive perceptions and consumer expectations with customer service satisfaction on curtain shoppers in X Gallery Yogyakarta. Subject of this research is X’s consumer who bought curtain.
The research uses service satisfaction scale, positive perceptions scale and consumer expectations scale to analyze the relationship between positive perceptions and consumer expectation on customer service satisfaction. The research methodology was carried out in a survey applied to 30 respondents for trial and 30 respondents for the research. The data obtained was analyzed by using validity and reliability method, and regression.
Result of research showed that positive perceptions and consumer expectations have positive impact and are significant in building customer service satisfaction on X’s consumer. Based on result of regression analyzed method, the significant value is 0.001 < 0.05.
Finding of this empirical research prove the point of view that positive perceptions and consumer expectations are crucial for customer service satisfaction.
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