GDL

Analysis Relationship Between Retail Service Quality, Satisfaction, with Customer Repurchase Intention (Case Study on X Setiabudi Department Store)

Tugas Akhir, 044 / 2017 / MPE
Undergraduate Theses from JBPTPPOLBAN / 2018-01-26 15:17:45
Oleh : Muhammad Rizal Ramdani - 145231050 (muhammadrizal2802@gmail.com)
Dibuat : 2018-01-15, dengan 4 file

Keyword : Retail Service Quality, Kepuasan, Minat Beli Ulang, Toserba
Subjek : Retail Service Quality, Satisfaction, Buying Interest, Department Store

Dampak kepuasan yang dirasakan konsumen dapat menciptakan hal setelahnya, diantaranya minat untuk membeli ulang suatu produk/layanan. Tujuan dilakukannya peneliatian ini untuk mengetahui hubungan antara dimensi Retail Service Quality, kepuasan dengan minat beli ulang konsumen yang berbelanja di Toserba X Setiabudi. Selain itu tujuan lain penelitian ini adalah mengidentifikasi perbedaan persepsi berdasarkan gender, Status Pernikahan, Pendapatan/bulan dan Pekerjaan. Metode analisa yang digunakan pada penelitian ini adalah metode kuantitatif dengan populasi masyarakat yang berbelanja di Toserba X Setiabudi dan sampel yang ditentukan dalam penelitian ini yaitu sebanyak 200 responden. Pada penelitian ini digunakan uji deskriptif statistik, uji korelasi bivariat, uji Independent sample T-test dan uji ANOVA untuk menjawab tujuan penelitian. Hasil penelitian menunjukan bahwa setiap dimensi Retail Service Quality menunjukan hubungan positif dan signifikan antara kepuasan dan minat beli ulang dengan dimensi Policy sebagai dimensi yang menunjukan koefisien korelasi tertinggi sebesar 0,490. Kemudian pengujian selanjutnya adalah uji Independent Sample T-Test terhadap gender dan status pernikahan yang menunjukan bahwa terdapat perbedaan persepsi antara konsumen yang menikah dan belum menikah pada dimensi Reliability, Personal Interaction, Problem Solving dan Satisfaction. Kemudian tidak ditemukan perbedaan persepsi antara konsumen laki-laki dan perempuan. Pengujian terakhir yaitu uji ANOVA berdasarkan jenis pekerjaan dan pendapatan perbulan. Uji ANOVA berdasarkan jenis pekerjaan pada penelitian ini menunjukan adanya perbedaan persepsi antara konsumen yang berprofesi sebagai Pelajar/Mahasiswa dan Ibu Rumah Tangga pada dimensi Personal Interaction, Problem Solving dan Satisfaction. Terakhir, terdapat perbedaan persepsi pada Usia dan Tingkat Pendidikan Responden yang ditunjukan dimensi Physical Aspect, Personal Interaction, Problem Solving dan Satisfaction. Luaran yang dihasilkan dari penelitian ini adalah Poster Sign yang bertujuan untuk mengedukasi konsumen perihal pengembalian dan penukaran barang di Toserba X Setiabudi. Kata kunci: Retail Service Quality, Kepuasan, Minat Beli Ulang, Toserba.

Deskripsi Alternatif :

The impact of satisfaction perceived by a consumer can create other things afterwards, including the interest to repurchase a product / service. The purpose of this research is to find out the direct relationship between Retail Service Quality dimensions to satisfaction affecting consumer repurchase intention in X Setiabudi Department Store. In addition, other objectives of this study were to identify differences in perceptions based on gender, marital status, monthly income and type of work. The method of analysis used in this study is quantitative method with the population of people who shop at X Setiabudi Department Store and the sample determined in this study that as many 200 respondents. In this study used statistical descriptive test, bivariate correlation test, Independent sample T-test and ANOVA test to answer the research objectives. The results showed that each dimension of Retail Service Quality showed a positive and significant relationship between satisfaction and repurchase intention with the Policy dimension as the dimension that showed the highest correlation coefficient with 0.490. Then the next test is the Independent Sample T-Test on the gender and marital status indicating that there are differences of perceptions between married and single consumers on the dimensions of Reliability, Personal Interaction, Problem Solving and Satisfaction. Then there was no difference in perception between male and female consumers. The last test is ANOVA test based on job type and monthly income. The ANOVA test based on the type of work in this study shows that there are a difference of perception between the consumers who work as Student / Housewife in the dimension of Personal Interaction, Problem Solving and Satisfaction. Last, there are differences perception on Age and Education of Respondent that showed by Physical Aspect, Personal Interaction, Problem Solving and Satisfaction. The outcome generated from this research is Poster Sign which aims to educate consumers about the return and exchange of goods at X Setiabudi Department Store. Keywords: Retail Service Quality, Satisfaction, Buying Interest, Department Store.

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