Citation:

Rita Febriyanti, Yustiana Wardhani, Muhamad Sukron. "The Effect of Service Quality and Customer Experience on Customer Satisfaction at Rits Eyelash Extension Salon" International Research Journal of Economics and Management Studies, Vol. 3, No. 5, pp. 70-79, 2024.

Abstract:

This research purposes to determine the effect of service quality and customer experience on customer satisfaction at the Rits eyelash extension salon. The method used in this research is a quantitative method. The sample used was 84 respondents using the sampling method with the Slovin formula. Data collection techniques use questionnaires and observation methods. This research uses validity test methods, reliability tests, classic assumption tests, descriptive statistical analysis, correlation tests, multiple linear regression analysis, hypothesis tests and coefficient of determination tests. The research results state that Service Quality and Work Experience affect 75.7% of the Customer Satisfaction Variable. Meanwhile, the remaining 24.3% is heavily effected by other variables which were not tested in this research.

References:

[1] Bagasworo, W., & Hardiani, V. (2016). Pengaruh Customer Relationship Management dan Customer Experience Quality Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan ( Studi Pada Konsumen di Sisha Cafe Kemang ) Jurnal Ekonomi, Manajemen dan Perbankan. ISSN : 2302-4119. Jurnal Ekonomi, Manajemen Dan Perbankan., 2(3), 110–118.
[2] Chen, S. & Lin, C. (2014). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting & Social Change xxx, pp. 1-11.
[3] Handoko, T. H. (2014). Manajemen Personalia dan Sumber Daya Manusia. BPFE, Yogyakarta.
[4] Hendro, Y., & Syamswana, Y. (2017). “Pengaruh Kualitas Pelayanan Dan Keragaman Produk Terhadap Kepuasan Konsumen Pada Toko King Di Malang”. Jurnal Ekonomi Manajemen. Vol.2, No.2, Hal.351-366.
[5] Kotler & Amstrong. (2016). Principles of Marketing Sixteenth Edition Global Edition. England. Pearson Education Limited.
[6] Pranoto, R. & Subagio, H. (2015). Analisa Pengaruh Customer Experience Terhadap Customer Satisfaction Pada Konsumen Di Rosetta’s Cafe & Resto Surabaya. Jurnal Manajemen Pemasaran Petra , pp. 2.
[7] Sugiyono. (2015). Metode penelitian pendidikan (pendekatan kuantitatif , kualitatif dan r & d.
[8] Tjiptono, Fandy. (2015) Strategi Pemasaran (Edisi 4). Yogyakarta : ANDI.
[9] Yuniarti, Sri. (2015). Asuhan Tumbuh Kembang Neonatus Bayi: Balita dan Anak Prasekolah. Bandung : PT Refika Aditama.

Keywords:

Service Quality, Customer Experience, and Customer Satisfaction.