Pengaruh Kualitas Pelayanan, Kewajaran Harga, dan Fasilitas Terhadap Kepuasan Pelanggan Melalui Minat Pelanggan Gym Pada Saat Pendemik Covid-19 (Studi Kasus Andalas Gym Jakarta)
Penulis
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Fauzen
Universitas YARSI
Abstrak
Penelitian ini bertujuan untuk menganalisis dan mendeskripsikan faktor-faktor yang mempengaruhi kepuasan pelanggan. Metode penelitian yaitu, Structural Equation Modeling (SEM), dengan menggunakan aplikasi SmartPLS. Hasil analisis menunjukkan bahwa nilai koefisien pengaruh variabel kualitas layanan terhadap kepuasan pelanggan sebesar 0.311, nilai standard error 0.129, nilai t-statistik sebesar 2.420 > 1,96 ( > ttabel) dan p-value sebesar 0.016 (< 0.05), maka tolak H0. Hal ini dapat disimpulkan bahwa kualitas layanan berpengaruh secara positif dan signifikan terhadap kepuasan pelanggan pada taraf signifikansi 5%.
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