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All Journal Akrab Juara : Jurnal Ilmu-ilmu Sosial JPM: JURNAL PENGABDIAN MASYARAKAT International Journal of Educational Research and Social Sciences (IJERSC) Komitmen : Jurnal Ilmiah Manajemen Jurnal Pengabdian kepada Masyarakat Indonesia (JPKMI) Journal of Innovation Research and Knowledge Sewagati: Jurnal Pengabdian Masyarakat Indonesia Journal of Management and Social Sciences The Eastasouth Management and Business Dinamika Publik: Jurnal Manajemen dan Administrasi Bisnis International Journal of Management Analytics (IJMA) International Journal of Management and Business Intelligence (IJMBI) International Journal of Sustainable Applied Sciences (IJSAS) JPMAS : Jurnal Pengabdian Masyarakat
Lela Elvira
Universitas Bina Sarana Informatika
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Journal : International Journal of Management Analytics (IJMA)

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Exploring the Dimensions of Service Quality and Customer Satisfaction of Mixue Product Slamet Heri Winarno; Lela Elvira
International Journal of Managemen Analytics (IJMA) Vol. 1 No. 1 (2023): April 2023
Publisher : MultiTech Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59890/ijma.v1i1.23

Abstract

This study aims to explain the effect of applying the service dimension on customer satisfaction. Quality service is a comparison between the service felt by customers and the quality of service that customers expect through its dimensions. Research is descriptive and quantitative, looking for causality between the variables studied. This research focused on 100 sample people who were customers of Mixue start-up products located in Depok, West Java, and surrounding areas. Data collection used questionnaires and was obtained using the SEM method of path analysis. The results showed that of the five dimensions of service, one, namely responsiveness, did not have a significant influence on customer satisfaction. The validity test results show that all question items are valid, and the research model is feasible or reliable to use. This study also resulted in a squared multiple correlation (R2) value of 0.604, where customer satisfaction can be explained by service dimensions of 60.4%
Co-Authors Arman Syah Putra Arman Syah Putra Bryan Givan Chodidjah Chodidjah Della Apriliani Dewi Astuti Dharu Dewi Elmira Siska Iwan Asmadi Jeffry Latumahina Neng Elisnawati nurlaela eva puji lestari Rinfutihat RR Roosita Cindrakasih RR Roosita Cindrakasih RR Roosita Cindrakasih RR Roosita Cindrakasih Sabil Sabil Siti Mabrur Rachmah Siti Mabrur Rachmah Siti Mabrur Rachmah Slamet Heri Winarno Slamet Heri Winarno Slamet Heri Winarno Slamet Heri Winarno Suhardoyo Suhardoyo Suhardoyo Zahra Zahra