ANALISIS KUALITAS PELAYANAN UBUD TRADITIONAL SPA TERHADAP KEPUASAN PELANGGAN

Authors

  • Ni Made Fortuna Ayu Wasanti Santi Undiksha
  • Made Diah Angendari Universitas Pendidikan Ganesha
  • I Gede Sudirtha Universitas Pendidikan Ganesha

DOI:

https://doi.org/10.23887/jptkundiksha.v21i2.79154

Keywords:

Kualitas Pelayanan, SPA, Kepuasan Pelanggan

Abstract

Abstrak

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan (1) Responsiveness (daya tanggap), (2) Assurance (jaminan), (3) Tangibles (bukti fisik), (4) Empathy (empati), (5) Reliability (keandalan) Ubud Traditional SPA secara parsial terhadap kepuasan pelanggan, (6) Responsiveness (daya tanggap), assurance (jaminan), tangibles (bukti fisik), empathy (empati) dan reliability (kehandalan) Ubud Traditional SPA secara simultan terhadap kepuasan pelanggan. Jenis dan Metode penelitian ini adalah penelitian deskriptif kuantitatif. Jumlah Sampel yang didapatkan menggunakan perhitungan Slovin sebanyak 100 responden dengan teknik Accidental Sampling Pengumpulan data dilakukan dengan observasi dan kuesioner. Analisis data yang digunakan adalah regresi linier berganda menggunakan program SPSS 24.. Dari hasil penelitian menunjukkan bahwa secara parsial (1) Responsiveness, (2) Assurance, (3) Tangibles, (4) Emphaty, (5) Reliability (Keandalan) berpengaruh positif dan signifikan terhadap kepuasan pelanggan, (6) Responsiveness (daya tanggap), assurance (jaminan), tangibles (bukti fisik), empathy (empati) dan reliability (kehandalan) Ubud Traditional SPA secara simultan berpengaruh positif dan signifikan terhadap kepuasan pelanggan.

 

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Published

2024-07-30

Issue

Vol. 21 No. 2 (2024): Edisi Juli 2024

Section

JPTK

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