Pengaruh Physical Evidence, People Dan Process Terhadap Kepuasan Pelanggan (Studi Kasus Pada Rizky Halimah Salon)

Abstract

Abstract

 

This study aims to determine how strong the influence of physical evidence, people and process on customer satisfaction at Rizky Halimah Salon located in Bucor Kulon Village, Pakuniran District, Probolinggo Regency. With this study the author uses a quantitative approach, so the author uses physical evidence, people and process variables as independent variables while customer satisfaction variables are used as dependent variables. The data collection method used is a non-probability sampling method, in this sample method must be accurate or in accordance with the purpose of the study. With this quantitative study, researchers collected data that was disseminated using questionnaires. The primary data obtained from the questionnaire will then be processed using the SPSS application version 27. In this result shows that (1) Physical evidence, people, and prcess on customer satisfaction have a significant effect together. (2) Physical evidence has no significant effect on customer satisfaction. (3) People have no significant effect on customer satisfaction. (4) Process has a significant or simultaneous effect on customer satisfaction.

 

Keywords: Physical Evidence, People, Process, Customer Satisfaction